Customer Support Specialist Operations

About the Role

Join ElevenLabs as a Customer Support Specialist focused on Operations, playing a crucial role in optimizing our support processes to ensure world-class service delivery across our global user base.

Responsibilities

• Monitor and analyze key customer support metrics (e.g., response time, resolution rate) to identify bottlenecks and areas for improvement.
• Develop, document, and maintain standard operating procedures (SOPs) for complex customer issues and escalations.
• Act as a liaison between the frontline support team and engineering/product teams to report bugs, suggest feature improvements, and drive systemic fixes.
• Manage and optimize support tools and platforms (e.g., ticketing systems, knowledge base) to enhance team efficiency.
• Handle escalated, high-priority customer inquiries requiring deep technical understanding or cross-functional coordination.

Requirements

• Proven experience (2+ years) in a Customer Support, Operations, or Technical Support role, preferably within a fast-paced technology environment.
• Excellent analytical skills with the ability to interpret data and translate findings into actionable operational improvements.
• Exceptional written and verbal communication skills, capable of articulating complex information clearly to both technical and non-technical audiences.
• High proficiency in using and administering CRM/ticketing systems (e.g., Zendesk, Intercom).
• Demonstrated ability to work independently and manage multiple priorities in a remote, global setting.

Nice-to-Haves

• Experience with AI/ML products or voice technology.
• Familiarity with basic SQL or data querying for performance analysis.
• Experience in creating and managing internal knowledge base documentation.

About the Team and Role Impact

This role is central to scaling our customer experience. You will be instrumental in building the operational backbone that allows our support team to handle rapid growth while maintaining high quality and efficiency, directly impacting customer satisfaction globally.