Hiring: Customer Support Associate Company: Synthesia Location: New York, NY Job Posted Time: 2026-09-13 13:28:46 Employment Type: Hybrid Target Skills & Keywords : Datadog, HubSpot, Salesforce, Stripe, Zendesk About the job Experience: •1 year experience within a technical support environment •At least 1 year experience within a technical support environment Required Skills: •Respond to customer inquiries via email, chat, or social media in a timely and professional manner •Provide accurate information and support to customers to resolve their issues •Identify and escalate complex issues to Tier 2 support when necessary •Partner cross-functionally with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues •Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce) •Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction •Continuously improve your own product knowledge and remain up to date with our product, services and processes •Provide constructive feedback to the business and leadership team to improve customer support processes and procedures Qualifications: •High school diploma or equivalent; college or a degree in a related field is desirable but not essential •Excellent verbal and written communication skills •Customer-oriented mindset with a strong desire to exceed customer expectations •Demonstrated capacity to multitask and manage time effectively •Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce) •Demonstrated capacity to work in a fast-paced and dynamic environment •Demonstrated capacity to work independently and as part of a team •Flexibility to work different shifts, bank holidays and weekends as and when required •Success Will Be Measured On •Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!