This role will report to the Customer Service Manager.

Who you are:

• Professional, confident, and resourceful
• Someone who can be a creative problem-solver while troubleshooting customer issues
• Patient and kind while addressing customer questions and concerns
• An active listener who can demonstrate genuine empathy to our customers
• Responsible and able to self-manage (work from home)
• Proficiency in multitasking and maintaining accountability for meeting daily productivity goals
• Able to quickly learn about Greenlight’s products, services and policies

What you will be doing:

• Provide support over the phone and email to address customer questions or problems regarding use of the Greenlight card or registration
• Actively listen to customers to confirm and clarify information and diffuse potential escalations
• Build strong relationships with Greenlight colleagues and effectively relay product feedback to the product and engineering teams
• Focus on efficiency and speed while ensuring that customer satisfaction remains the top priority
• Effectively utilize software and internal tools to navigate customer accounts and solve issues
• Continuously engage in training and other learning opportunities to expand knowledge of the company, product and role
• Adhere to all company policies and procedures

What you should bring:

• High School Diploma or equivalent
• Exceptional customer service, active listening, and verbal and written communication skills
• Proficiency with software, ideally CRM software, and strong typing skills
• Experience troubleshooting technical issues and confidently managing complex customer concerns and escalations

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We’re looking for a Senior Product Designer to elevate our product experience for the world’s largest organisations. You’ll mature our enterprise capabilities, refine admin and governance surfaces, and shape collaboration and content workflows at scale. Your work will help ensure Synthesia sets the standard for what a world-class enterprise SaaS product should feel like.

The role:

• We’re building a video creation platform for everyone, not some specialist tool. We see a future where Synthesia sits alongside word processors, presentation software, and spreadsheet applications as staple used by many. As part of this, we’ve moved away from prevailing UX paradigms in video creation. You’ll need to uncover new patterns that enable our users create incredible content while avoiding the complexity that comes with traditional video production.

• The longer a user spends in our product, the more they’ll discover. You’ll need to successfully balance the tension of ensuring users have the advanced capabilities they need while maintaining a straightforward & accessible UI. Think of this as keeping things approachable on the surface, powerful in depth.

• Repeatable patterns help our users form a consistent mental model in the face of new paradigms and reuse what they’ve learned. You’ll need to figure out what works and how we can implement it throughout the creation experience.

In this role you will:

• Leverage feedback from our users & customers to ensure our product continues to meet their needs.

• Tackle complex and novel problems as we mature our nascent product and uncover new use cases.

• Play a key role in the early stages of product development as part of a team that aspires to create one of the best designed SaaS tools out there.

• Work with a team that ships fast and iterates quickly.

• Solve our most important UX problems and shape the future of Synthesia - from the initial idea stage to the final execution.

You should apply if you bring:

• 6+ years of experience in designing SaaS web apps or B2C products.

• Strong product opinions and taste. We look for designers who will not shy away from proposing solutions based on your intuition and experience.

• Ability to think at a high level about product strategy and clearly articulate design decisions.

• Ability to take ownership of the design process and work as a self-directed member of the development team.

• Strong UX focus and understanding of human behaviour.

• Proven track record of creating beautiful, cohesive and meaningful design and UI, strong attention to details.

• Effective verbal and written communication skills.

Designers who bring the following will stand out:

• Interactive prototyping skills

• Motion design experience

• Strong visual design skills (typography, illustrations, iconography and brand design)

• Experience working on tooling

At Synthesia we expect everyone to:

• Put the Customer First

• Own it & Go Direct

• Be Fast & Experimental

• Make the Journey Fun

You can read more about this in this public Notion page: https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2

Benefits

• Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

• 25 days of annual leave + public holidays in the country where you are based.

• A generous referral scheme.

• Work from home set up.

• At Synthesia, you can work from anywhere ( _within reason)_ in the world for up to 60 days per year!

• A huge opportunity for career growth as you’ll help shape a market-defining product.

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