Company Overview:

Video is the most engaging format to connect with your audience, but most people don’t have the time, skills, or resources to produce professional videos. HeyGen makes it easy for anyone to create, localize, and personalize engaging videos - all without a camera or crew.  More than 40,000 customers all over the world from small business owners, to non-profit institutions, to Fortune 500 global brands use HeyGen to make videos that tell their stories.

Position Overview:

We are seeking a dynamic Support Agent (L2)  to join our Customer Support team. This role is pivotal in solving advanced support tickets and developing efficient processing to streamline support operations. The ideal candidate will bring a proactive troubleshooting mindset and experience in customer service, using their skills to enhance our user support experience.

Key Responsibilities:

• Manage and resolve advanced support issues while providing expert guidance to our users.
• Develop and implement efficient processes to enhance team productivity and effectiveness.
• Monitor and report on key performance metrics to ensure targets are met and service levels are maintained.
• Collaborate with Level 2 (L2) agents to streamline support efforts and improve resolution times.
• Act as a point of escalation for complex support scenarios and guide agents through the resolution process.

Preferred Qualifications:

• Proven experience in customer support or a similar role, with a strong focus on service delivery.
• Proficient in basic troubleshooting techniques; no coding experience necessary.
• Familiarity with various platforms and the ability to quickly adapt to new technologies.
• Demonstrated ability to lead and inspire a team in a fast-paced environment.
• Strong communication and interpersonal skills, capable of fostering positive relationships with both team members and users.
• A service-oriented mindset with an emphasis on efficiency and problem-solving.
• Thrive in a fast-paced and dynamic environment

What HeyGen Offers

• Competitive salary and benefits package.
• Dynamic and inclusive work environment.
• Opportunities for professional growth and advancement.
• Collaborative culture that values innovation and creativity.
• Access to the latest technologies and tools.

Salary Range:

$65,000 – $75,000 annually
Please note that the salary information is a general guideline only.  HeyGen considers factors such as scope and responsibilities of the position, candidate’s work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, HeyGen offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at HeyGen and be part of a team that’s making visual storytelling accessible to all!