Job Overview
Location
Australia
Job Type
Full-time
Category
Customer Support
Date Posted
May 21, 2026
Full Job Description
đź“‹ Description
- • Provide end-to-end technical customer support for enterprise and B2B clients using ElevenLabs’ ElevenAgents platform and ElevenAPI, ensuring seamless resolution of complex technical issues in both English and Mandarin.
- • Serve as the primary technical liaison for Mandarin-speaking enterprise customers, delivering clear, accurate, and timely support to help them effectively deploy and integrate AI voice and chat agents.
- • Diagnose and troubleshoot issues related to LLM orchestration, telephony integrations (e.g., Twilio, SIP, WebSockets), and API connectivity, using technical diagnostic skills and customer context to identify root causes.
- • Translate complex technical problems into actionable insights for engineering and product teams by identifying recurring patterns across support tickets and documenting systemic product gaps.
- • Build, maintain, and update clear, accurate, and customer-focused documentation for ElevenAgents and ElevenAPI to improve self-service capabilities and reduce support volume.
- • Act as a trusted technical partner throughout the customer journey, guiding enterprises from onboarding through advanced usage of AI audio integrations.
- • Collaborate remotely with global engineering, product, and customer success teams to align on product improvements, escalation paths, and customer feedback loops.
- • Work autonomously in a high-velocity, remote-first environment with minimal bureaucracy, taking ownership of customer outcomes without waiting for direction.
- • Engage proactively with enterprise customers to understand their unique use cases, anticipate potential issues, and offer solutions that maximize the value of ElevenLabs’ AI audio platforms.
- • Maintain a high standard of communication quality in both English and Mandarin, ensuring responses are technically precise, empathetic, and aligned with ElevenLabs’ brand of excellence.
- • Stay current on advancements in AI, LLMs, telephony systems, and API ecosystems to continuously improve support effectiveness and customer advisory capabilities.
- • Use AI tools internally to enhance support efficiency and quality, aligning with ElevenLabs’ company-wide "AI first" philosophy.
- • Participate in global remote collaboration, contributing to team knowledge-sharing and continuous improvement of support processes.
- • Embrace a culture where impact matters more than job titles — no task is beneath you, and every customer interaction is an opportunity to shape the product.
- • Contribute to a global team united by curiosity, autonomy, and a mission to be the first choice for AI audio, where the best idea wins regardless of origin.
🎯 Requirements
- • 2–3 years in technical customer support at a SaaS or high-growth tech company, with B2B or enterprise experience
- • Native or near-native Mandarin proficiency, with strong written and spoken English
- • Familiarity with LLMs, AI agents, and/or telephony systems (e.g. Twilio, SIP, WebSockets) — either through support work or building things yourself
- • Solid understanding of APIs and how developers integrate them; comfortable reading and troubleshooting code, especially Python or JavaScript
- • A genuine interest in implementing and experimenting with AI solutions — not just supporting them from the outside
- • Experience working autonomously in a fast-moving, international, remote team
🏖️ Benefits
- • Annual discretionary stipend for professional development
- • Annual discretionary stipend for social travel to meet colleagues
- • Annual company offsite in a new global location
- • Monthly co-working stipend for employees not located near main hubs
Skills & Technologies
Python
JavaScript
Remote
About ElevenLabs Inc.
ElevenLabs is a New York-based AI research company developing text-to-speech, voice cloning, and dubbing technologies. Founded in 2022 by Piotr DÄ…bkowski and Mati Staniszewski, it offers platforms for generating realistic, multilingual synthetic voices and tools for content creators, publishers, and enterprises to localize audio and video at scale.
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