Remote Mandarin Technical Support — AI & APIs (Enterprise)

Eleven Labs; City of Greater Shepparton; Remote; AUD 90,000 - 120,000; Full time

Job summary

ElevenLabs is seeking a Technical Customer Support Specialist to support Mandarin-speaking enterprise customers with our API and ElevenAgents platform. You’ll diagnose complex issues, communicate clearly, and help improve the product.

The role requires native or near-native Mandarin, strong English, and experience in SaaS/enterprise support, with the ability to work autonomously in a fast-moving, remote, international team.

Qualifications

• 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.

Responsibilities

• 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

Skills

Mandarin proficiency

English proficiency

SaaS support

APIs

Python

JavaScript

LLMs & AI agents

Telephony systems

Autonomous work

Enterprise support

Tools

Twilio

SIP

WebSockets

Job description

ElevenLabs is seeking a Technical Customer Support Specialist to support Mandarin-speaking enterprise customers with our API and ElevenAgents platform. You’ll diagnose complex issues, communicate clearly, and help improve the product.

The role requires native or near-native Mandarin, strong English, and experience in SaaS/enterprise support, with the ability to work autonomously in a fast-moving, remote, international team.