Technical Customer Support Specialist
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Job Description
Technical Customer Support Specialist at ElevenLabs ensuring exceptional support for B2B clients through technical troubleshooting and collaborative solutions.
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.
Requirements:
- 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.
Benefits:
- 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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