Technical Customer Support Specialist

• Excellent Customer Support: Quickly and effectively resolve customer support tickets, ensuring a seamless user experience and customer empathy
• Technical Troubleshooting: Diagnose and address technical issues related to for example the ElevenLabs platform, AI, APIs, code, and much more. While providing clear, user-friendly solutions to complex technical problems
• Documentation & Knowledge Base Management: Continuously update and improve support documentation and help center articles. Act as a liaison between customers and internal teams, ensuring customer feedback informs product improvements
• Collaborative Support: Work closely with the product and engineering teams to relay customer needs and suggest enhancements. Foster strong relationships with enterprise clients to support their ongoing success with our products

• 2-3 Years in Technical Customer Support: Proven experience in a SaaS environment or a high-growth technology company with B2B/enterprise experience
• Technical Troubleshooting: Expertise in resolving issues related to APIs, browser errors, and other technical integrations
• Experience with GCP and code: Well-established experience and proficiency using several industry-standard tools, especially previous experience using tools such as the GCP suite, BigQuery, Firestore/Firebase, and an understanding of GoogleSQL/SQL
• Proficiency in reading and troubleshooting code is a big plus, primarily in Python, but also preferably in a few others, such as JavaScript, Node.js, and React
• Startup Experience: Prior experience working in a startup with international, remote teams is highly valued
• Detail-Oriented: Meticulous attention to detail with a focus on delivering high-quality support
• Autonomous: Ability to work independently, manage your time effectively, and execute tasks without constant supervision
• Communication: Strong verbal and written communication skills, allowing for clear and effective interactions with clients and internal teams
• Passionate: Enthusiastic about customer support, AI, audio, and making content universally accessible to everyone
• Driven: Strong work ethic with a commitment to excellence and continuous improvement
• Collaborative: Enjoy working with a diverse, international team in all time zones and supporting colleagues to achieve shared goals
• Adaptable: Comfortable navigating the challenges of a fast-growing startup and adapting to evolving priorities

ElevenLabs User: Bonus points if you are already familiar with and use ElevenLabs products!

• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend
• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose
• Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy
• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend