Summary
As the Enterprise Support Team Lead, you’ll oversee our Enterprise Support operations and lead a global team supporting our most strategic accounts. This is a critical leadership position that requires both deep technical expertise and exceptional people management skills. You’ll be responsible for maintaining world-class responsiveness, driving operational excellence, and ensuring our enterprise customers receive the highest level of support. You’re setting the standard for what great support looks like and mentoring your team to achieve it.
Job Overview
- Job type: Full time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: Competitive pay
- Employer: ElevenLabs
Responsibilities
- 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.
Who you are
- A committed leader: Prepared to address critical issues and ensure coverage outside standard work hours; possess the flexibility and drive this global role demands.
- Passionate about people and performance: Genuinely interested in developing your team, pushing them to do more, and creating an environment where they can excel.
- Not afraid to speak up: Take up space, voice concerns when you see problems, and stand up for your team, even when communicating with senior leadership.
- Analytically sharp: Approach problems with first-principles thinking and data-driven decision-making.
- A strong communicator: Translate technical complexity into clear, actionable insights for customers, your team, and leadership.
- Self-directed and driven: Don’t wait for instructions; hold yourself and your team to a high standard.
- Energized by impact: Thrive in a startup environment where things move fast and you can have real influence on the company’s direction.
What we offer
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.
If you’re ready to step into this role and help drive the next phase of Enterprise Support at ElevenLabs, please reach out.