# Technical Customer Support Team Lead **Company**: ElevenLabs **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://elevenlabs.io/pl/careers/b20e2b5f-1cc3-40e6-87da-3f907e3796da/technical-customer-support-team-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_8c02f4a0-9de ## Description ## About the Role As the Enterprise Support Team Lead, you'll oversee our Enterprise Support operations and lead a global team supporting our most strategic accounts. This is a critical leadership position that requires both deep technical expertise and exceptional people management skills. You'll be responsible for maintaining world-class responsiveness, driving operational excellence, and ensuring our enterprise customers receive the highest level of support. ## Responsibilities - 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. ## Who You Are - 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. ## 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. ## Skills ### Required - AI - customer support - technical expertise - leadership - operations ### Nice to have - telephony systems - APIs - TTS - LLMs - Twilio - SIP - WebSockets --- Source: [Apply at elevenlabs.io](https://elevenlabs.io/pl/careers/b20e2b5f-1cc3-40e6-87da-3f907e3796da/technical-customer-support-team-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)