Technical Customer Support Specialist

This is a contracting role that is fully remote.

About the Role: Technical Customer Support Specialist

As a Technical Customer Support Specialist at ElevenLabs, you will play a crucial role in ensuring our B2B and enterprise clients receive exceptional support. This position is ideal for individuals who are passionate about AI and audio and thrive in a dynamic, fast-paced startup environment with a higher degree of self-drive to find issues as well as solutions, both reactivity and proactively.

Key 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.

Who You Are

You are a highly motivated and technically proficient person who thrives in a fast-paced environment where a high degree of ownership and personal responsibility is required. You have a strong passion for customer support, AI, and audio. You are curious and enjoy working on both technical issues as well as general product issues, trying to figure out solutions by yourself to get a firm grasp on the issue our customer might be experiencing, but you have no problem involving and collaborating with others.

Key Attributes:

• 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.

What You Bring

Experience:

• 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.

Skills:

• 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.

Interests:

• AI and Technology Enthusiast: A genuine interest in AI advancements and audio technology.
• ElevenLabs User: Bonus points if you are already familiar with and use ElevenLabs products!

What We Offer

• Compensation is based on qualifications and experience. Given the broad range, we'll be happy to discuss specific salary details during our initial conversation.
• Remote-first; we look at who you are rather than where you live. That's why we are growing across the globe and support your preferred location.
• Opportunity to work with an ambitious group of people working at the frontier of AI.