Technical Customer Support Team Lead

Responsibilities

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

• Proven leadership and people management experience with a track record of building high‑performing teams.
• Deep technical expertise in the AI landscape, including APIs, TTS, and LLMs.
• Knowledge of telephony systems such as Twilio, SIP, and Web Sockets.
• Experience in B2B or enterprise support, managing complex customer relationships and strategic accounts.
• Ability to troubleshoot code and handle ambiguous technical troubleshooting.
• Strong analytical skills and experience managing metrics and KPIs in fast‑moving environments.

• 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.

Eleven Labs is an AI research and product company transforming how we interact with technology. We provide industry‑leading AI audio models through platforms like Eleven Agents, Eleven Creative, and Eleven

API, serving millions of users and major enterprises globally.