Technical Customer Support Team Lead

About the Role

The successful candidate will have a deep understanding of technical support principles, excellent leadership and communication skills, and the ability to work in a fast-paced, dynamic environment. You will be expected to stay up-to-date with the latest developments in AI technology and apply this knowledge to improve support operations.

Elevenlabs is a rapidly growing company with a strong focus on innovation and customer satisfaction. As a Technical Customer Support Team Lead, you will be part of a talented team of professionals who are passionate about delivering exceptional customer experiences.

What You Will Do

• Lead and develop a team of talented support specialists, providing guidance, mentorship, and coaching to ensure they have the skills and knowledge needed to deliver exceptional support.
• Own enterprise support operations end-to-end, including managing day-to-day metrics, KPIs, and ensuring smooth operations across global shifts and time zones.
• Provide hands-on technical support to enterprise customers, including troubleshooting complex technical issues and developing creative solutions to resolve them.
• Collaborate with cross-functional teams, including engineering, product, and sales, to identify and resolve technical issues and improve customer satisfaction.
• Develop and implement strategies to improve customer satisfaction, retention, and overall support experience.
• Analyze customer feedback and support data to identify trends and areas for improvement, and develop recommendations to address these issues.
• Stay up-to-date with the latest developments in AI technology and apply this knowledge to improve support operations.
• Develop and maintain technical documentation, including knowledge base articles, user manuals, and training materials.
• Participate in the recruitment and training of new support specialists, ensuring they have the skills and knowledge needed to deliver exceptional support.

What We Are Looking For

• 5+ years of experience in a technical support leadership role, preferably in a fast-paced, dynamic environment.
• Strong technical skills, including proficiency in Excel and experience with AI-powered support tools.
• Excellent leadership and communication skills, with the ability to motivate and guide a team of support specialists.
• Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions to resolve them.
• Experience working in a global environment, with knowledge of cultural and language differences and their impact on customer support.
• Strong analytical skills, with the ability to analyze customer feedback and support data to identify trends and areas for improvement.
• Experience with customer support software, including ticketing systems, knowledge bases, and chatbots.
• Strong understanding of customer satisfaction principles, including the ability to measure and improve customer satisfaction metrics.
• Experience with IT service management frameworks, including ITIL.

Nice to Have

• Experience working in a startup environment, with knowledge of the challenges and opportunities that come with rapid growth.
• Certification in a technical support discipline, such as ITIL or HDI.
• Experience with AI-powered support tools, including chatbots and virtual assistants.
• Knowledge of programming languages, including Python, Java, or C++.

Benefits and Perks

• Competitive salary and benefits package, including health, dental, and vision insurance.
• Opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
• Collaborative and dynamic work environment, with a focus on innovation and continuous learning.
• Flexible work arrangements, including remote work options and flexible hours.
• Access to cutting-edge technology and tools, including AI-powered support software.
• Professional development opportunities, including training, mentorship, and education assistance.
• Recognition and rewards for outstanding performance, including bonuses and promotions.

• Tip: Showcase your technical expertise by providing specific examples of how you've applied technical skills to resolve complex customer issues.
• When applying, highlight your experience working in a global environment and your ability to communicate effectively with customers from diverse backgrounds.
• Be prepared to discuss your experience with AI-powered support tools and how you've used them to improve customer satisfaction and retention.
• Research the company culture and values, and be prepared to discuss how your own values and approach to customer support align with those of Elevenlabs.
• When preparing for the interview, practice answering behavioral questions that demonstrate your problem-solving skills, leadership abilities, and experience working in a fast-paced environment.
• Tip: Be prepared to ask questions about the company's approach to customer support, its vision for the future, and how the Technical Customer Support Team Lead role contributes to the company's overall goals.