Enterprise Support Team Lead Job at ElevenLabs

Job Description

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. You'll work with cutting-edge technology, have direct influence on product and strategy, and be part of a mission-driven organization.

Job Responsibility

Lead and develop your team: Hire, mentor, and grow talented support specialists
drive higher performance and create a culture of excellence
Own enterprise support operations end-to-end: Manage day-to-day metrics, KPIs, and ensure smooth operations across global shifts and time zones
Provide hands-on technical support: Maintain your own technical expertise by actively supporting enterprise customers and complex issues alongside your team
Drive operational improvements: Identify gaps and bottlenecks, create and implement new workflows, KPIs, and targets
operationalize improvements across the team
Bridge critical functions: Serve as a primary conduit between Support, Engineering, and Revenue teams
communicate customer needs and product gaps to leadership
Ensure global coverage: Manage scheduling and coverage to support enterprise customers across all time zones with consistent quality and responsiveness
Build and maintain documentation: Ensure your team has clear, accurate, and up-to-date resources to support customers effectively

Requirements

Deep technical expertise: Seasoned subject matter expert with strong understanding of customer support, the AI landscape, APIs, different AI such as TTS and LLMs, and telephony systems (e.g. Twilio, SIP, WebSockets)
Proven leadership experience: Track record of building and leading high-performing teams, developing people, and driving results
Technical execution capability: Able to perform the work yourself and mentor others
comfortable reading and troubleshooting code as well as more ambiguous troubleshooting such as AI
Operational excellence: Experience managing metrics, KPIs, and smooth operations in fast-moving environments
strong administrative and organizational skills
Problem-solving mindset: Proactively identify gaps and drive solutions rather than just raising issues
work across stakeholders to action outcomes
Experience in B2B or enterprise support: Familiarity with the demands of supporting strategic accounts and managing complex customer relationships

What we offer

Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible
Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities
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

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Enterprise Support Team Lead

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