# Technical Customer Support Team Lead Remote from[USA](https://jobicy.com/job-region/usa.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Technical Support](https://jobicy.com/categories/technical-support.md) Employment type Full Time, Job posted14 Jul 2026Apply before14 Aug 2026Experience level Senior Views / Applies 33 / 3 [About company](https://jobicy.com/company/elevenlabs.md) * Share About [Elevenlabs](https://jobicy.com/company/elevenlabs.md) Making content universally accessible in any language and in any voice. [Computer Software](https://jobicy.com/company-category/software.md) * 2022 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary ElevenLabs is seeking an Enterprise Support Team Lead to oversee global support operations for strategic accounts. This leadership role requires deep technical expertise and exceptional people management skills to maintain world-class responsiveness and drive operational excellence. The position is remote and involves mentoring a team, managing KPIs, and providing hands-on support. The company is a fast-paced AI startup with a high-velocity culture and significant funding. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role combines leadership of a global support team with hands-on technical expertise, requiring a balance of management and deep technical skills, making it challenging but not the most difficult. ### Salary Analysis Median Highly Competitive USD135,000US Market USD90k – 180k 0 USD198k AI Insight The salary is not specified in the listing. Based on US market data for a Technical Customer Support Team Lead in the AI/tech industry, the estimated median salary is $135,000. This is competitive given the leadership responsibilities and technical requirements. ### Core Skills Required [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Technical Support](https://jobicy.com/jobs?search_keywords=Technical+Support.md) [Enterprise Customer Success](https://jobicy.com/jobs?search_keywords=Enterprise+Customer+Success.md) [AI Products](https://jobicy.com/jobs?search_keywords=AI+Products.md) [Operational Excellence](https://jobicy.com/jobs?search_keywords=Operational+Excellence.md) [Remote Team Management](https://jobicy.com/jobs?search_keywords=Remote+Team+Management.md) [KPI Management](https://jobicy.com/jobs?search_keywords=KPI+Management.md) [Troubleshooting](https://jobicy.com/jobs?search_keywords=Troubleshooting.md) [Mentorship](https://jobicy.com/jobs?search_keywords=Mentorship.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) ### Cover Letter Sample I am writing to express my interest in the Enterprise Support Team Lead position at ElevenLabs. With over 8 years of experience in technical support and team leadership, I have a proven track record of driving operational excellence and mentoring high-performing teams in fast-paced environments. At my previous role at a SaaS company, I managed a global support team for enterprise clients, reducing response times by 40% while maintaining high satisfaction scores. My hands-on technical background in AI and API troubleshooting aligns perfectly with ElevenLabs' innovative products. I am particularly drawn to ElevenLabs' high-velocity culture and mission to transform AI audio. I am confident I can bring the leadership, technical expertise, and customer-centric mindset needed to elevate your enterprise support operations. Thank you for considering my application. I look forward to the opportunity to contribute to your team. Copy ### Sample Interview Questions How would you handle a situation where a VIP enterprise customer is experiencing a critical issue and your team is stretched thin?I would first triage the issue to assess its severity and impact, then involve the appropriate internal teams if needed. I would personally take ownership of the case to ensure it gets immediate attention, while communicating transparently with the customer about progress. Meanwhile, I would review team workload and potentially re-prioritize tasks or bring in additional resources to prevent further delays.Describe your experience with implementing support KPIs and how you've used them to improve team performance.In my previous role, I introduced KPIs such as first response time, resolution time, and customer satisfaction score. I used dashboards to track these metrics daily and held weekly reviews with the team to identify trends. For example, we noticed a spike in resolution time for complex issues, so I implemented a tiered escalation system and additional training, reducing resolution time by 25%.How do you stay current with technical developments in AI and product updates to provide effective support?I allocate time each week to read industry blogs, attend webinars, and experiment with new tools. For product updates, I work closely with the engineering team to get early briefings and create internal documentation. I also encourage my team to share learnings and host regular knowledge-sharing sessions.Can you give an example of how you've mentored a team member to improve their performance?One of my team members struggled with handling complex technical issues confidently. I set up bi-weekly one-on-one coaching sessions where we worked through real cases together, focusing on troubleshooting methodology and communication. I also paired them with a senior mentor. Within three months, their resolution rate improved significantly and they were handling escalations independently.How would you ensure consistent support quality across global shifts and time zones?I would establish standard operating procedures and quality checklists that everyone follows, regardless of shift. Regular handoff meetings between shifts would ensure continuity. I would also implement quality assurance reviews where we randomly sample tickets and provide feedback. Additionally, I would schedule overlapping hours for team collaboration and use async communication tools like Slack documentation. ## About ElevenLabs ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses – from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world’s most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We’ve raised $781M in funding and our last valuation was $11B – multiples of 11, always. We have expanded from voice into three main platforms: * ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. * ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. * ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team – builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. ## How we work * High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. * Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. * AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations. * Excellence everywhere: Everything we do should match the quality of our AI models. * Global team: We prioritize your talent, not your location. ## 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. ## Enterprise Support Team Lead (Full-time, Remote) Who we are A global team united by curiosity and a shared mission: to be the first choice for AI audio. We’re building a new category of technology from the ground up, moving fast, holding ourselves to a high bar, and giving everyone the autonomy to do their best work. The best idea wins, regardless of where it comes from. About the role 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. ## What you’ll do * 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. ## What you bring * 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. Show more [Apply now >](https://jobicy.com/jobs/149322-technical-customer-support-team-lead.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## How to apply ## See a few more Similar Technical Support remote jobs * ![Supabase logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/611d3bfa-221.png) Supabase ### [Support Engineering Manager (APAC)](https://jobicy.com/jobs/149306-support-engineering-manager-apac-2.md) About SupabaseSupabase is the Postgres development platform: Database, Auth, Storage, Edge Functions, Realtime, and Vector, deeply integrated and built for teams that need their backend to grow with them. We’re… ![APAC flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/apac.svg) APAC•Full TimeNEW* ![Elevenlabs logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/e01b4c5d-221.png) Elevenlabs ### [Technical Customer Support Specialist](https://jobicy.com/jobs/146338-technical-customer-support-specialist.md) About ElevenLabsElevenLabs is an AI research and product company transforming how we interact with technology.We launched in January 2023 with the first human-like AI voice model. Today, we serve millions… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) ![Canada flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/ca.svg) US, CA +1 more, MX•Full TimeNEW* ![Canonical Ltd. logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/b4d068a9-221-1.png) Canonical Ltd. ### [Dedicated Linux Desktop & Devices Support Engineer, Singapore](https://jobicy.com/jobs/145994-dedicated-linux-desktop-devices-support-engineer-singapore.md) Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives… ![APAC flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/apac.svg) APAC•Full TimeJul 12* ![Remote logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/63a88d3a-221-1.png) Remote ### [CX AI & Automation Lead](https://jobicy.com/jobs/146046-cx-ai-automation-lead.md) About Remote Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage… ![EMEA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/emea.svg) EMEA•Full TimeEUR 39,850-89,650/year* ![Fivetran logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3b8e4532-221-1.jpg) Fivetran ### [Lead Sales Engineer, Enterprise](https://jobicy.com/jobs/146043-lead-sales-engineer-enterprise.md) From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses,… ![EMEA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/emea.svg) ![Germany flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/de.svg) EMEA, DE•Full TimeJul 12* ![Dandy logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/2321b7db-221-1.jpeg) Dandy ### [Customer Experience Lab Technician (Netherlands)](https://jobicy.com/jobs/145878-customer-experience-lab-technician-netherlands.md) Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify… ![Netherlands flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/nl.svg) NL•Full TimeJul 10* ![TE Connectivity logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/44e3e9132b6f-221.webp) TE Connectivity ### [Technical Problem Solver Expert – Red X](https://jobicy.com/jobs/149103-technical-problem-solver-expert-red-x.md) At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. ​Job Overview The Technical Problem Solver Expert… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 130,400-163k/year* ![Cresta logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/08/4d686e40b22cf2510b627c59afe5fd95.jpg) Cresta ### [Application Support Engineer](https://jobicy.com/jobs/149098-application-support-engineer.md) Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive… ![USA flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/us.svg) US•Full TimeUSD 90k-105k/year* ![BCD Travel logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/512568c9-221.jpg) BCD Travel ### [CSS TSSM Travel Technology Specialist](https://jobicy.com/jobs/149065-css-tssm-travel-technology-specialist-2.md) Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team CSS TSSM Travel Technology Specialist (Remote)Full time, Spain, France, Netherlands, Poland, United KingdomIf you live in the… ![Europe flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/eu.svg) ![Spain flag](https://cloud.jobicy.com/nyc4-cold/img/round-flags/es.svg) EU, ES•Full TimeEUR 44k-58,900/year* ![Softgic logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/80b93c85-221.jpeg) Softgic ### [IT Associate](https://jobicy.com/jobs/145745-it-associate.md) This is a remote position. About the role: The Employee Experience Technician is responsible for working closely with the Internal HR team, Managers, and Technical Teams to ensure an exciting… 🌐 Anywhere•Full TimeJul 8 [More Jobs](https://jobicy.com/jobs.md)