About Us

At Colossyan, we’re building the future of workplace learning with AI video.

Top companies like Generali, Alludo, AmeriSave, TM Forum, and Paramount already use Colossyan to create engaging and interactive video content faster and more cost effectively than 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.

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.

About the role

We’re looking for an experienced (3+ years) 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) 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 and Intercom data 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: office-first with flexibility (minimum 3 days/week in the office)

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 Intercom, 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.
• Remote work: Enjoy extra flexibility with one full week of remote work per quarter.
• Free lunch Thursdays: Build team connections over complimentary weekly lunches, available for both in-office and remote employees.
• 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!
• Private healthcare: Access private healthcare through the Medicare Blue package. We understand that everyone does their best work when they’re happy and healthy.

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.

Alert:  Now (end of July) we're hiring actively but, usually this job post is an evergreen listing, meaning it's a speculative opening for a Support position. While we’re happy to receive your application, please note that you may not be contacted for next steps until a new position becomes available on the team.