About this role.
Synthesia is seeking a Customer Support Associate for its APAC region, based in the Philippines. The role involves responding to customer inquiries via email, chat, and social media, resolving issues, and escalating complex cases. The ideal candidate has at least one year of technical support experience, strong communication skills, and the ability to work in a fast-paced, shift-based environment. Success is measured by KPIs such as CSAT, response time, and productivity. This is an entry-level role that requires flexibility to work various shifts, including weekends and holidays.
Role DNA
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Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my interest in the Customer Support Associate position at Synthesia. With over a year of experience in technical support and a strong customer-centric mindset, I am excited about the opportunity to contribute to a leading AI video platform. I am skilled in using CRM systems like Intercom and Salesforce, and I thrive in fast-paced environments that require effective multitasking and clear communication. I am eager to bring my problem-solving abilities and dedication to exceptional service to your team, and I am confident in my ability to meet and exceed your KPIs. Thank you for considering my application.
Sample interview questions
I would remain calm and empathetic, listen actively to understand their concern, and apologize for any inconvenience. Then I would take ownership of the issue, investigate the problem, and provide a clear solution or timeline. I would also follow up to ensure the customer is satisfied.
In my previous role, I used Intercom to manage email and chat tickets, and Salesforce for tracking customer data and case histories. I am comfortable navigating these platforms, logging interactions, and using dashboards to prioritize tasks.
I prioritize based on urgency and impact, such as system outages or high-priority accounts. I also follow SLAs and ticket statuses to ensure nothing is missed. I use time management techniques, like batching similar tasks, to improve efficiency.
I am excited about the opportunity to work for a company that is revolutionizing visual communication with AI. Synthesia's innovative products and strong company culture are very appealing, and I believe my support skills can contribute to delivering excellent customer experiences.
I regularly review internal documentation, attend training sessions, and participate in team knowledge sharing. I also explore new product features as they are released and ask questions when I am unsure, ensuring that I provide accurate support.
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 role
As 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 manner
Provide accurate information and support to customers to resolve their issues
Identify and escalate complex issues to Tier 2 support when necessary
Collaborate 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
About you:
Based in the Philippines
High school diploma or equivalent; college or a degree in a related field is desirable but not essential
At least 1 year experience within a technical support environment
Excellent verbal and written communication skills
Customer-oriented mindset with a strong desire to exceed customer expectations
Ability to multitask and manage time effectively
Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
Ability to work in a fast-paced and dynamic environment
Ability 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
Working Hours:
As we’re a global company with global customers, we need to ensure we’re available to support 24/7. We’re looking for someone who is happy doing shift work, Monday-Sunday, inclusive of bank holidays, any hours between 6am – 12am
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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