Technical Customer Support Team Lead

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.