Technical Customer Support Team Lead

Responsibilities

• Lead, hire, and mentor a global team of support specialists to drive a culture of excellence.
• Own end-to-end enterprise support operations, managing day-to-day metrics, KPIs, and global shift coverage.
• Provide hands-on technical support for complex issues alongside your team to maintain high 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 clear, accurate documentation to ensure effective customer support.

Requirements

• Deep technical expertise in the AI landscape, including APIs, TTS, LLMs, and telephony systems (e.g., Twilio, SIP, WebSockets).
• Proven leadership experience with a track record of building and managing high-performing teams.
• Ability to troubleshoot code and handle ambiguous technical issues related to AI models.
• Experience in B2B or enterprise support, managing the demands of strategic accounts.
• Strong analytical skills and experience managing metrics and KPIs in fast-moving environments.
• Exceptional communication skills with the ability to translate technical complexity for various stakeholders.

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 serve millions of users and thousands of businesses, ranging from fast-growing startups to large enterprises. Our platforms include ElevenAgents for intelligent customer experiences, ElevenCreative for multi-modal content generation, and ElevenAPI for developer access to leading AI audio models.