Technical Customer Support Team Lead

About the role

ABOUT ELEVENLABS

ElevenLabs is an AI research and product company transforming how we interact with technology.

We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always.

We have expanded from voice into three main platforms:

• ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale.

• ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages.

• ElevenAPI gives developers access to our leading AI audio foundational models.

Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you.

HOW WE WORK

• High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.

• Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you.

• AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations.

• Excellence everywhere: Everything we do should match the quality of our AI models.

• Global team: We prioritize your talent, not your location.

WHAT WE OFFER

• 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.

ENTERPRISE SUPPORT TEAM LEAD (FULL-TIME, REMOTE)

Who we are A global team united by curiosity and a shared mission: to be the first choice for AI audio. We're building a new category of technology from the ground up, moving fast, holding ourselves to a high bar, and giving everyone the autonomy to do their best work. The best idea wins, regardless of where it comes from.

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. You're setting the standard for what great support looks like and mentoring your team to achieve it.

WHAT YOU'LL DO

• 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.

WHAT YOU BRING

• 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.

WHAT WE OFFER

The opportunity to lead a critical function at a fast-growing AI company, shape the future of enterprise support, and build a world-class team. You'll work with cutting-edge technology, have direct influence on product and strategy, and be part of a mission-driven organization.

If you're ready to step into this role and help drive the next phase of Enterprise Support at ElevenLabs, please reach out.

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