Customer Support Associate - APAC

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.Location: Philippines (APAC region)About the roleAs a Customer Support Associate (CSA) you will act as the frontline key person, responsible for providing support and assistance to customers who have inquiries or issues with our product or services.The role:Respond to customer inquiries via email, chat, or social media in a timely and professional mannerProvide accurate information and support to customers to resolve their issuesIdentify and escalate complex issues to Tier 2 support when necessaryCollaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issuesRecord 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 satisfactionContinuously improve your own product knowledge and remain up to date with our product, services and processesProvide constructive feedback to the business and leadership team to improve customer support processes and proceduresAbout you:Based in the PhilippinesHigh school diploma or equivalent; college or a degree in a related field is desirable but