Enterprise Support Team Lead (Full-time, Remote)

ElevenLabs, a pioneering AI research and product company revolutionizing human-computer interaction, is looking for a dynamic and experienced Enterprise Support Team Lead to manage and grow our global support operations. Join a fast-paced, AI-first organization that is defining the future of AI audio and empowering millions of users and thousands of businesses worldwide.

About Us

Launched in 2013, ElevenLabs is at the forefront of AI innovation, initially transforming voice technology and now expanding into comprehensive AI platforms for customer experience, creative content generation, and developer APIs. Backed by prominent investors and achieving a $11B valuation, we are driven by a team of world-class researchers, engineers, and operators committed to excellence and impact. Our work environment is high-velocity, impact-focused, AI-first, and globally distributed.

The Role

As the Enterprise Support Team Lead, you will own the end-to-end operations for our enterprise support function. You will lead a global team of support specialists, ensuring world-class responsiveness and driving operational excellence for our most strategic accounts. This critical leadership role requires a blend of deep technical knowledge, strong people management abilities, and a proactive approach to problem-solving.

What You'll Do

• Lead and Develop Your Team: Hire, mentor, and grow talented support specialists, fostering a culture of excellence and high performance.
• Own Enterprise Support Operations: Manage daily metrics, KPIs, and ensure seamless operations across global shifts and time zones.
• Provide Hands-On Technical Support: Maintain technical expertise by actively assisting with complex enterprise customer issues alongside your team.
• Drive Operational Improvements: Identify and address gaps and bottlenecks, implement new workflows, KPIs, and targets to enhance efficiency.
• Bridge Critical Functions: Act as a liaison between Support, Engineering, and Revenue teams, communicating customer needs and product feedback to leadership.
• Ensure Global Coverage: Manage scheduling and staffing to provide consistent, high-quality support across all time zones.
• Build and Maintain Documentation: Ensure the team has access to clear, accurate, and up-to-date support resources.

What You Bring

• Deep Technical Expertise: Seasoned subject matter expert in customer support, the AI landscape, APIs, AI technologies (TTS, LLMs), and telephony systems (e.g., Twilio, SIP, WebSockets).
• Proven Leadership Experience: Demonstrated success in building and leading high-performing teams, developing talent, and driving results.
• Technical Execution Capability: Ability to perform technical troubleshooting, mentor others, and read/troubleshoot code and complex AI issues.
• Operational Excellence: Experience managing metrics, KPIs, and optimizing operations in fast-paced environments; strong organizational skills.
• Problem-Solving Mindset: Proactive approach to identifying issues and driving solutions collaboratively across stakeholders.
• B2B/Enterprise Support Experience: Familiarity with supporting strategic accounts and managing complex customer relationships.

Who You Are

• A committed leader ready to ensure coverage and address critical issues, demonstrating flexibility and drive.
• Passionate about people development and creating an environment for team success.
• Confident in speaking up, voicing concerns, and advocating for your team, even with senior leadership.
• Analytically sharp, using first-principles thinking and data-driven decision-making.
• A strong communicator, able to translate technical complexity into actionable insights.
• Self-directed and driven, holding yourself and your team to high standards.
• Energized by making a significant impact in a startup environment.

What We Offer

• The opportunity to lead a critical function at a fast-growing AI company.
• Shape the future of enterprise support and build a world-class team.
• Work with cutting-edge technology and have direct influence on product and strategy.
• Be part of a mission-driven organization.