Technical Customer Support Specialist

Technical Customer Support Specialist (Contract, Remote)

Company: ElevenLabs Location: Remote (Australia) Contract Type: Contract

About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology. Since launching in January 2023 with the first human-like AI voice model, we have rapidly grown to serve millions of users and thousands of businesses globally. Our innovative platforms include ElevenAgents for seamless customer experiences, ElevenCreative for content generation, and ElevenAPI for developers accessing our AI audio models. We are a team of researchers, engineers, and operators driven by a passion for building and creating lasting positive impact.

How We Work

• High-velocity: We embrace rapid experimentation and lean, autonomous teams with minimal bureaucracy.
• Impact-driven: We focus on the impact you make rather than job titles. No task is too big or too small.
• AI-first: We leverage AI across all company functions to enhance speed and quality.
• Excellence: We strive for the highest quality in everything we do, matching the standards of our AI models.
• Global Team: We prioritize talent and welcome team members from anywhere in the world.

About the Role

As a Technical Customer Support Specialist, you will be at the forefront of supporting our enterprise and B2B clients, ensuring they maximize their use of ElevenLabs' offerings, including our API and the ElevenAgents platform. This role involves diagnosing complex issues, communicating technical details clearly, and acting as a vital feedback loop to improve our product. You will be a proactive, technically adept individual with a strong enthusiasm for the advancements in AI.

Key Responsibilities

• Manage enterprise support cases from diagnosis to resolution, ensuring clear communication and follow-through.
• Provide high-quality technical support in English.
• Develop deep expertise in ElevenAgents and its application in orchestrating LLMs, telephony, and other AI integrations.
• Identify trends in support tickets and communicate product gaps to engineering and product teams.
• Create and maintain clear, accurate, and up-to-date documentation.
• Serve as a trusted technical partner for enterprise customers throughout their engagement with ElevenLabs.

Requirements

• 2–3 years of experience in technical customer support within a SaaS or high-growth tech company, with a focus on B2B or enterprise clients.
• Familiarity with Large Language Models (LLMs), AI agents, and/or telephony systems (e.g., Twilio, SIP, WebSockets), gained through support or development.
• Strong understanding of APIs and developer integration processes; comfortable troubleshooting code, particularly in Python or JavaScript.
• A genuine interest in implementing and experimenting with AI solutions.
• Proven ability to work autonomously within a fast-paced, international, remote team environment.

Who You Are

• Passionate about AI and its potential applications, with a keen interest in industry developments.
• Analytically sharp with a methodical approach to debugging and problem-solving.
• An excellent communicator, capable of translating complex technical information into clear, actionable responses.
• Self-directed and motivated, with a commitment to high standards.
• Energized by a startup environment where rapid progress and significant impact are possible.

What We Offer

• Innovative Culture: Be part of a groundbreaking opportunity in AI, surrounded by a team pushing the limits of what's possible.
• Growth Paths: Opportunities to drive impact beyond your immediate role in a dynamic team.
• Learning & Development: An annual discretionary stipend to support professional development.
• Social Travel: An annual discretionary stipend for team meetups.
• Annual Company Offsite: An opportunity to connect with the entire team in a new location each year.
• Co-working Stipend: A monthly stipend for co-working spaces if you are not located near a main hub.