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ElevenLabs · 8 hours ago

Technical Customer Support Specialist

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

ElevenLabs is a research and product company focused on audio AI, aiming to make information accessible in any voice, language, or sound. As a Technical Customer Support Specialist, you will ensure exceptional support for B2B and enterprise clients, resolving technical issues and enhancing customer experience through collaboration with internal teams.

Artificial Intelligence (AI)Content CreatorsDeveloper APIsFoundational AIGenerative AI

Responsibilities

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

Qualification

Technical TroubleshootingAPIsGCPSaaS ExperiencePythonAutonomousPassionateDrivenDetail-OrientedCommunicationCollaborativeAdaptable

Required

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

Are passionate about audio AI driven by a desire to make content universally accessible and breaking the frontiers of new tech

Are a highly motivated and driven individual with a strong work ethic. Our team is aware of this critical moment of audio AI evolution and is committed to going the extra mile to lead

Are analytical, efficient, and strive on solving complex challenges with a first principles mindset

Consistently strive for excellence, delivering high-quality work quickly and exceeding expectations

Take initiative and work autonomously from day one, prioritizing learning and contribution while leaving ego aside