Technical Customer Support Specialist

Employment Type: Full-Time (Contracting Role) Location Type: Remote Salary: Not Specified

Who We Are

We are a global team of passionate and innovative individuals united by curiosity and a shared goal: to be the first choice for AI audio solutions. Together, we are shaping a new technology and market from the ground up. We innovate quickly and take pride in getting things right, from the big picture initiatives to the details that keep us moving smoothly every day. We work with high autonomy and accountability where the best idea wins at any time and from anyone.

About the Role

As a Technical Customer Support Specialist at ElevenLabs, you will play a crucial role in ensuring our B2B and enterprise clients receive exceptional support. This position is ideal for individuals who are passionate about AI and audio and thrive in a dynamic, fast-paced startup environment with a higher degree of self-drive to find issues as well as solutions, both reactively and proactively.

Key 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 the ElevenLabs platform, AI, APIs, code, and much more. Provide 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.

Who You Are

We're looking for exceptional individuals who combine technical excellence with ethical awareness, who are excited by hard problems and motivated by human impact. You’ll strive with us if you:

• Are passionate about audio AI, driven by a desire to make content universally accessible and break the frontiers of new tech.
• Are a highly motivated and driven individual with a strong work ethic. Our team is aware of this critical moment of audio AI evolution and is committed to going the extra mile to lead.
• Are analytical, efficient, and thrive on solving complex challenges with a first-principles mindset.
• Consistently strive for excellence, delivering high-quality work quickly and exceeding expectations.
• Take initiative and work autonomously from day one, prioritizing learning and contribution while leaving ego aside.

What You Bring

Experience

• 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.
• Startup Experience: Prior experience working in a startup with international, remote teams is highly valued.

Skills

• 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.

Key Attributes

• Passionate: Enthusiastic about customer support, AI, audio, and making content universally accessible to everyone.
• Driven: Strong work ethic.