Customer Support Representative

About Us
At Colossyan, we are helping modern teams scale training with AI video.

Top companies like Novartis, Paramount, Continental, and WSP use Colossyan to create engaging video content from text and documents, with significant time and cost savings compared to traditional video production. Nearly 1 million videos have been created using Colossyan, and we've been recognised as a G2 Leader in multiple product categories.

Here is an overview of what you can do with Colossyan:

• Create videos from text, with narration from our professional AI avatars
• Turn documents, presentations and prompts into engaging videos
• Translate your video content to 80+ languages in seconds
• Personalize your videos by creating a digital avatar of yourself
• Make training interactive with features like branching, quizzes, and more

We take great pride in fostering a culture of growth within our rapidly-growing, international team of over 50. Our organization thrives on a deep-seated passion for technology and its incredible potential, with a strong commitment to the personal and professional development of each team member.

To learn more about our product features, visit

About the role:
We're looking for an experienced Customer Support Representative to join our growing team, supporting customers via live chat, email, voice and video. You'll collaborate cross-functionally to troubleshoot technical issues, escalate bugs, and implement customer feedback. Additionally, you'll maintain help centre resources, analyse support metrics, and help improve our support processes.

Responsibilities

• Working an evening shift (13:00 - 22:00) fortnightly to help support our US-based customers, you will be the trusted point of contact for Colossyan platform users, providing technical and product support via live chat, email, and phone.
• Collaborate with cross-functional teams across Engineering, Product, Marketing, Legal, Finance, Sales, Success, and more to problem-solve and develop solutions that incorporate customer feedback.
• Assist in managing open customer issues, including troubleshooting technical problems, escalating bugs, and collaborating with the development team.
• Create and maintain help centre articles to enrich customer support resources and ensure accurate and up-to-date information is available.
• Analyse customer support data, reporting, and metrics, and communicate results to relevant stakeholders for continuous improvement.
• Identify opportunities to improve Colossyan's customer support playbook and processes.
• Embrace a hybrid work model.

Requirements

• 3+ years of experience in customer support, preferably in a fast-paced environment with various communication channels (voice, video call, email, chat).
• Technical proficiency to understand, troubleshoot and resolve issues through critical thinking and logic.
• Excellent written and verbal communication skills in English; including the ability to express opinions and "disagree and commit" when needed, other languages are a plus.
• Proficiency in Windows and Mac operating systems, Google Suite and Slack.
• Effective project management skills and the ability to handle multiple tasks simultaneously, prioritise tasks effectively and demonstrate flexibility.
• Strong passion for continuous learning and knowledge enhancement with the ability to adapt to new tools and technologies.
• Ability to work independently - taking ownership - and as a reliable member of a team.

Preferred Qualifications

• Experience using Zendesk, Notion, HubSpot, or other CRM tools, payment gateways, and subscription management tools.
• Prior experience in a fast-paced startup or hybrid work environment.
• Prior experience supporting creative tools.

What we offer:

• Stock options: We want everyone to feel motivated to do their best work, which is why we're all owners.
• Private Healthcare: Access private healthcare through the Medicover Blue package. We understand that everyone does their best work when they're happy and healthy.
• Free Lunch Thursdays: Build team connections in the office over complimentary weekly lunches via Wolt.
• Hybrid Work: We expect our team to work from our buzzing office 2–3 days per week, with the rest of the time spent working from home. Plus, you get one additional fully remote week each quarter to work from anywhere.
• No-Meeting Wednesdays: We know working at a startup needs focus on work with real impact instead of back-and-forth meetings.
• Great office location: Work from our brand new, pet-friendly office designed for comfort and team collaboration in the center of Budapest (5th district).
• Birthday time off: Celebrate your birthday with an additional paid day off, if it falls on a weekday, separate from your regular vacation allowance.
• Cutting-edge AI technology: Be at the forefront of AI innovation, working directly with state-of-the-art AI technologies that form the core of our product.
• Impact: As a rapidly expanding Series A startup, your contributions will have an immediate impact on our global development.

At Colossyan, we believe that diversity drives innovation and inclusion fosters a sense of belonging. We are committed to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work.

We actively seek to build a diverse team and encourage applications from candidates of all backgrounds and beliefs to apply to our open positions.

We strongly encourage individuals from underrepresented and/or marginalised identities to apply. If you need any accommodations for your interview, please email