Technical Customer Support Specialist

Technical Customer Support Specialist (Contract, Remote)

About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology. Launched in January 2023 with the first human-like AI voice model, we now serve millions of users and thousands of businesses, from fast-growing startups to enterprises like Deutsche Telekom and Meta. Backed by prominent investors such as Andreessen Horowitz, ICONIQ Growth, and Sequoia, we've raised $781M and achieved a $11B valuation. Our expansion includes:

• ElevenAgents: Enabling businesses to deliver seamless, intelligent customer experiences with scalable voice and chat agents.
• ElevenCreative: Empowering creators and marketers to generate and edit speech, music, image, and video across 70+ languages.
• ElevenAPI: Providing developers access to our leading AI audio foundational models.

Our team comprises researchers, engineers, and operators, including IOI medalists and ex-founders, united by a commitment to building impactful technology. We operate with high velocity, prioritize impact over job titles, embrace an AI-first approach, strive for excellence everywhere, and foster a global, remote-first team.

What We Offer

• Innovative Culture: Be part of a generational opportunity to define AI's trajectory, surrounded by a team pushing boundaries.
• Growth Paths: Countless opportunities to drive impact beyond your immediate role.
• Learning & Development: Annual discretionary stipend for professional development.
• Social Travel: Annual discretionary stipend for team meetups.
• Annual Company Offsite: Global team gatherings in new locations each year.
• Co-working Stipend: Monthly stipend for remote employees not near a main hub.

About the Role

As a Technical Customer Support Specialist, you will be the primary point of contact for our enterprise and B2B customers, ensuring they maximize their use of ElevenLabs' offerings, including our API and the ElevenAgents platform. This role goes beyond standard ticket resolution; you will diagnose complex issues, communicate findings clearly, and act as a crucial feedback loop to enhance our product. We're looking for a proactive, technically sharp individual genuinely excited about the future of AI.

What You'll Do

• Own enterprise support end-to-end: diagnose complex issues, communicate clearly, and ensure resolution.
• Provide high-quality technical support in English.
• Develop deep expertise in ElevenAgents and customer integration patterns (LLMs, telephony, AI integrations).
• Identify support ticket trends and surface product gaps to engineering and product teams.
• Create and maintain helpful, accurate, and up-to-date documentation.
• Serve as a trusted technical partner for enterprise customers.

What You Bring

• 2-3 years of technical customer support experience in a SaaS or high-growth tech company, with B2B/enterprise focus.
• Familiarity with LLMs, AI agents, or telephony systems (e.g., Twilio, SIP, WebSockets), gained through support or personal projects.
• Solid understanding of APIs and developer integrations; comfortable reading and troubleshooting code (Python or JavaScript preferred).
• Genuine interest in implementing and experimenting with AI solutions.
• Experience working autonomously in a fast-moving, international, remote team.

Who You Are

• Passionate about AI and its problem-solving potential.
• Analytically sharp with a first-principles approach to debugging.
• Strong communicator, able to translate technical complexity into clear responses.
• Self-directed and hold yourself to a high standard.
• Energized by a startup environment with opportunities for significant impact.