Technical Customer Support Team Lead

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ElevenLabs

WebsiteLinkedInAll Job Openings

1 - 10 employees

💰 $19M Series A on 2023-06

Research Lab. Exploring new frontiers of voice generation. We are researching and deploying novel methods in voice AI to make content enjoyable in any language and voice to benefit new audiences and viewers.

📋 Description

• 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.

🎯 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.

🏖️ 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. • Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and 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.