As a Technical Customer Support Specialist, you'll be on the front lines with our enterprise and B2B customers , helping them get the most out of ElevenLabs, including our API and the ElevenAgents platform, which orchestrates LLMs, telephony, and other AI integrations.
You're not just resolving tickets; you're the person who understands what's actually going wrong, communicates it clearly, and helps make the product better because of it. This role requires someone who's proactive, technically sharp, and genuinely excited about where AI is going.
A key part of this role is supporting our growing Mandarin-speaking enterprise customer base, so native or near-native Mandarin proficiency is required.
Responsibilities:
Own enterprise support end-to-end , diagnose complex issues quickly, communicate clearly, and follow through until resolved Provide high-quality technical support in both English and Mandarin Become a deep expert in ElevenAgents and how our customers use it to orchestrate LLMs, telephony, and other AI integrations Identify patterns across support tickets and surface product gaps to engineering and product teams Build and maintain documentation that actually helps , clear, accurate, and kept up to date Act as a trusted technical partner for enterprise customers throughout their journey with ElevenLabs
Requirements:
2–3 years in technical customer support at a SaaS or high-growth tech company, with B2B or enterprise experience Native or near-native Mandarin proficiency, with strong written and spoken English Familiarity with LLMs, AI agents, and/or telephony systems (e.g. Twilio, SIP, WebSockets) , either through support work or building things yourself Solid understanding of APIs and how developers integrate them; comfortable reading and troubleshooting code, especially Python or JavaScript A genuine interest in implementing and experimenting with AI solutions , not just supporting them from the outside Experience working autonomously in a fast-moving, international, remote team
What We Offer:
High-velocity innovation: lean teams, rapid experimentation, minimal bureaucracy A truly global team across 30+ countries, with hubs in New York, London, and Warsaw Remote-first with async workflows built for focus and impact The chance to work at the frontier of audio AI and shape how the world uses it
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