Technical Customer Support Team Lead

Responsibilities

• Lead, hire, and mentor a global team of support specialists to drive a culture of excellence.
• Own enterprise support operations end-to-end, managing day-to-day metrics, KPIs, and global shift coverage.
• Provide hands-on technical support for complex enterprise issues and maintain deep subject matter expertise.
• Drive operational improvements by identifying bottlenecks and implementing new workflows and targets.
• Act as a primary conduit between Support, Engineering, and Revenue teams to communicate product gaps and customer needs.
• Build and maintain accurate technical documentation to ensure effective customer support.

Requirements

• Proven leadership and people management experience with a track record of building high-performing teams.
• Deep technical expertise in the AI landscape, including APIs, TTS, and LLMs.
• Knowledge of telephony systems such as Twilio, SIP, and WebSockets.
• Experience in B2B or enterprise support, managing complex customer relationships and strategic accounts.
• Ability to troubleshoot code and handle ambiguous technical troubleshooting.
• Strong analytical skills and experience managing metrics and KPIs in fast-moving environments.

Benefits

• Innovative culture with the opportunity to define the trajectory of AI.
• Professional development supported by an annual discretionary stipend.
• Annual discretionary stipend for social travel to meet up with colleagues.
• Annual company offsite in international locations.
• Monthly co-working stipend for those not located near main hubs.

About the Company

ElevenLabs is an AI research and product company transforming how we interact with technology. We provide industry-leading AI audio models through platforms like ElevenAgents, ElevenCreative, and ElevenAPI, serving millions of users and major enterprises globally.