Technical Customer Support Specialist - Remote Eligible

Technical Customer Support Specialist - Mandarin

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.

As a Technical Customer Support Specialist, you'll be on the front lines with our enterprise and B2B customers — helping them get the most out of ElevenLabs, including our API and the ElevenAgents platform, which orchestrates LLMs, telephony, and other AI integrations. You're not just resolving tickets; you're the person who understands what's actually going wrong, communicates it clearly, and helps make the product better because of it. This role requires someone who's proactive, technically sharp, and genuinely excited about where AI is going.

A key part of this role is supporting our growing Mandarin-speaking enterprise customer base, so native or near-native Mandarin proficiency is required.

What you'll do:

• Own enterprise support end-to-end — diagnose complex issues quickly, communicate clearly, and follow through until resolved
• Provide high-quality technical support in both English and Mandarin
• Become a deep expert in ElevenAgents and how our customers use it to orchestrate LLMs, telephony, and other AI integrations
• Identify patterns across support tickets and surface product gaps to engineering and product teams
• Build and maintain documentation that actually helps — clear, accurate, and kept up to date
• Act as a trusted technical partner for enterprise customers throughout their journey with ElevenLabs

What you bring:

• 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

Who you are:

• Passionate about AI and the problems it can solve — you follow the space closely and have opinions about it
• Analytically sharp with a first-principles approach to debugging and problem-solving
• A strong communicator who can translate technical complexity into clear, actionable responses — in both English and Mandarin
• Self-directed: you don't wait to be told what to do, and you hold yourself to a high standard
• Energised by a startup environment where things move fast and you can have real impact