Technical Customer Support Team Lead
WFA Digital Insight
As the demand for AI-driven solutions continues to grow, companies like Elevenlabs are at the forefront of innovation. With a 34% increase in demand for technical customer support specialists in 2025, this role is in high demand. Elevenlabs stands out for its commitment to excellence and its cutting-edge AI research, making it an exciting opportunity for those looking to make a real impact. Candidates should be prepared to leverage their technical expertise and leadership skills to drive success in this role.
Job Description
About the Role
The Technical Customer Support Team Lead at Elevenlabs is a critical leadership position that requires a unique blend of technical expertise and exceptional people management skills. As the leader of the enterprise support team, you will be responsible for overseeing the day-to-day operations of the team, driving operational excellence, and ensuring that enterprise customers receive the highest level of support. This role is perfect for someone who is passionate about delivering exceptional customer experiences and has a strong technical background.Elevenlabs is a fast-growing company that is revolutionizing the way we interact with technology. With a strong focus on AI research and development, the company is committed to delivering innovative solutions that exceed customer expectations. As a Technical Customer Support Team Lead, you will be an integral part of the company's success, working closely with cross-functional teams to drive growth and expansion.
The Technical Customer Support Team Lead will report to the senior leadership team and will be responsible for managing a global team of support specialists. This role requires a high level of autonomy, with the ability to make decisions and drive results in a fast-paced environment.
What You Will Do
- Lead and develop a global team of technical customer support specialists
- Manage day-to-day operations, including metrics, KPIs, and performance monitoring
- Drive operational excellence and ensure smooth operations across global shifts and time zones
- Provide hands-on technical support to enterprise customers and complex issues
- Collaborate with cross-functional teams, including sales, marketing, and product development
- Develop and implement process improvements to increase efficiency and effectiveness
- Manage and resolve customer complaints and issues in a timely and professional manner
- Develop and maintain technical documentation and knowledge base articles
- Stay up-to-date with industry trends and emerging technologies
What We Are Looking For
- 5+ years of experience in technical customer support, with a focus on enterprise accounts
- Proven leadership and management experience, with a strong track record of driving results
- Strong technical background, with experience in AI, machine learning, or related fields
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
- Strong problem-solving and analytical skills, with the ability to resolve complex technical issues
- Experience with Excel and other productivity software
- Strong attention to detail and ability to manage multiple priorities and projects
- Bachelor's degree in a related field, such as computer science, engineering, or mathematics
Nice to Have
- Experience with AI-powered customer support tools and technologies
- Certification in ITIL or other related fields
- Experience working in a fast-paced, startup environment
- Strong understanding of industry trends and emerging technologies
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a cutting-edge AI research and development company
- Collaborative and dynamic work environment
- Professional development opportunities, including training and education programs
- Flexible work arrangements, including remote work options
- Access to the latest technologies and tools
- Annual company offsite and social travel stipend
- Co-working stipend for remote employees
How to Stand Out
- Develop a strong understanding of AI-powered customer support tools and technologies to stand out in the application process.
- Showcase your leadership and management experience, with a focus on driving results and improving processes.
- Highlight your technical expertise, including experience with Excel and other productivity software.
- Be prepared to provide examples of your problem-solving and analytical skills, with a focus on resolving complex technical issues.
- Research the company culture and values, and be prepared to discuss how you align with them.
- Practice your communication and interpersonal skills, with a focus on working effectively with cross-functional teams.
- Consider creating a portfolio or examples of your work, including technical documentation and knowledge base articles.
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