Technical Customer Support Specialist

Summary

Join ElevenLabs as a fully remote Technical Customer Support Specialist and ensure exceptional support for B2B and enterprise clients. You will play a crucial role in resolving customer support tickets, troubleshooting technical issues related to the ElevenLabs platform, and managing support documentation. Collaborate with product and engineering teams to relay customer needs and suggest enhancements. This position requires 2-3 years of experience in technical customer support within a SaaS environment or high-growth technology company, expertise in resolving API and browser issues, and proficiency with GCP tools. Strong communication, problem-solving, and collaboration skills are essential. Passion for AI and audio technology is a must.

Requirements

• 2-3 Years in Technical Customer Support: Proven experience in a SaaS environment or a high-growth technology company with B2B/enterprise experience
• Technical Troubleshooting: Expertise in resolving issues related to APIs, browser errors, and other technical integrations
• Experience with GCP and code: Well-established experience and proficiency using several industry-standard tools, especially previous experience using tools such as the GCP suite, BigQuery, Firestore/Firebase, and an understanding of GoogleSQL/SQL. Proficiency in reading and troubleshooting code is a big plus, primarily in Python, but also preferably in a few others, such as JavaScript, Node.js, and React
• Detail-Oriented: Meticulous attention to detail with a focus on delivering high-quality support
• Autonomous: Ability to work independently, manage your time effectively, and execute tasks without constant supervision
• Communication: Strong verbal and written communication skills, allowing for clear and effective interactions with clients and internal teams
• Passionate: Enthusiastic about customer support, AI, audio, and making content universally accessible to everyone
• Driven: Strong work ethic with a commitment to excellence and continuous improvement
• Collaborative: Enjoy working with a diverse, international team in all time zones and supporting colleagues to achieve shared goals
• Adaptable: Comfortable navigating the challenges of a fast-growing startup and adapting to evolving priorities

Responsibilities

• Excellent Customer Support: Quickly and effectively resolve customer support tickets, ensuring a seamless user experience and customer empathy
• Technical Troubleshooting: Diagnose and address technical issues related to for example the ElevenLabs platform, AI, APIs, code, and much more. While providing clear, user-friendly solutions to complex technical problems
• Documentation & Knowledge Base Management: Continuously update and improve support documentation and help center articles. Act as a liaison between customers and internal teams, ensuring customer feedback informs product improvements
• Collaborative Support: Work closely with the product and engineering teams to relay customer needs and suggest enhancements. Foster strong relationships with enterprise clients to support their ongoing success with our products

Preferred Qualifications

• Startup Experience: Prior experience working in a startup with international, remote teams is highly valued
• AI and Technology Enthusiast: A genuine interest in AI advancements and audio technology
• ElevenLabs User: Bonus points if you are already familiar with and use ElevenLabs products!

Benefits

• High-velocity innovation: Rapid experimentation, lean autonomous teams, and minimal bureaucracy
• A truly global team: Collaboration with teammates across 30+ countries, a global customer footprint and office hubs in New York, London and Warsaw
• Remote first: We prioritize your talent, not your location, with structured asynchronous workflows for maximum impact and minimal meetings
• Continuous growth : Collaborate with AI leaders, shape your path, and contribute where you excel most