elevenlabs - Technical Customer Support Team Lead
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Requirements
• Deep technical expertise: Seasoned subject matter expert with strong understanding of customer support, the AI landscape, APIs, different AI such as TTS and LLMs, and telephony systems (e.g. Twilio, SIP, WebSockets). • Proven leadership experience: Track record of building and leading high-performing teams, developing people, and driving results. • Technical execution capability: Able to perform the work yourself and mentor others; comfortable reading and troubleshooting code as well as more ambiguous troubleshooting such as AI. • Operational excellence: Experience managing metrics, KPIs, and smooth operations in fast-moving environments; strong administrative and organizational skills. • Problem-solving mindset: Proactively identify gaps and drive solutions rather than just raising issues; work across stakeholders to action outcomes. • Experience in B2B or enterprise support: Familiarity with the demands of supporting strategic accounts and managing complex customer relationships. • A committed leader: Prepared to address critical issues and ensure coverage outside standard work hours; possess the flexibility and drive this global role demands. • Passionate about people and performance: Genuinely interested in developing your team, pushing them to do more, and creating an environment where they can excel. • Not afraid to speak up: Take up space, voice concerns when you see problems, and stand up for your team, even when communicating with senior leadership. • Analytically sharp: Approach problems with first-principles thinking and data-driven decision-making. • A strong communicator: Translate technical complexity into clear, actionable insights for customers, your team, and leadership. • Self-directed and driven: Don't wait for instructions; hold yourself and your team to a high standard. • Energized by impact: Thrive in a startup environment where things move fast and you can have real influence on the company's direction.
Responsibilities
• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend. • Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose. • Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy. • Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend. • ENTERPRISE SUPPORT TEAM LEAD (FULL-TIME, REMOTE) • Lead and develop your team: Hire, mentor, and grow talented support specialists; drive higher performance and create a culture of excellence. • Own enterprise support operations end-to-end: Manage day-to-day metrics, KPIs, and ensure smooth operations across global shifts and time zones. • Provide hands-on technical support: Maintain your own technical expertise by actively supporting enterprise customers and complex issues alongside your team. • Drive operational improvements: Identify gaps and bottlenecks, create and implement new workflows, KPIs, and targets; operationalize improvements across the team. • Bridge critical functions: Serve as a primary conduit between Support, Engineering, and Revenue teams; communicate customer needs and product gaps to leadership. • Ensure global coverage: Manage scheduling and coverage to support enterprise customers across all time zones with consistent quality and responsiveness. • Build and maintain documentation: Ensure your team has clear, accurate, and up-to-date resources to support customers effectively.
Benefits
• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.
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