Manager of Technical Support

at  Siena AI

ABOUT SIENA

Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.
If you’re excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

REQUIRED QUALIFICATIONS:

• A minimum of 5 years in customer support for SaaS or technical products with a minimum of 2 years in a people management role is required.
• Strong communication and interpersonal skills.
• Proficiency in problem-solving and troubleshooting.
• Ability to work in a fast-paced, remote environment.
• Understanding of ChatGPT and technical products.
• Experience in the AI industry is a big plus.

WHY JOINS US

We’re a startup. We can’t offer you fancy offices or extra perks. But here’s what we can offer:

• Real impact. Your work will directly shape our product and company.
• A seat at the table. In a small team, every voice matters. Yours will be heard.
• Freedom to work your way. Home, coffee shop, moon base - if you’re productive, we’re happy.
• Top pay. Competitive salary and an opportunity for equity or stock grants.
• Time off when you need it. Take at least 15 days. More if you need it.
• Budget to keep learning. Because if you’re not growing, we’re not growing.
• The chance to build something from the ground up. This is the time when what you do has the biggest impact.
• Problems worth solving. We’re reshaping how work gets done.

At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application.
Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities

• Management: Responsible for people management, including hiring, mentoring, improving productivity, performance management, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and handling ongoing training.
• Metrics: Strong knowledge and experience in managing and exceeding KPIs and critical technical support metrics including first response time, resolution time, and customer satisfaction. In addition, contribute to the overall CS metrics of customer retention and growth.
• Customer Service: Ensure that high-quality support is delivered to customers via phone, email, and chat. Ensure that the support team responds to customer inquiries in a timely and accurate manner. Create and manage a Q/A process to review the quality of responses from the support team.
• Technical Support: Ensure that support team troubleshoots and resolves technical issues related to our AI products and services. Own and bring to conclusion customer escalations by partnering with CSMs, engineering, and product.
• Communication: Manage major operations outages and communications to the customers.
• Product Knowledge: Ensure support team is up-to-date on our product features, capabilities, and updates to provide informed support.
• Feedback Collection: Gather and relay feedback to the product development team for future enhancements.
• Documentation: Accurately document customer interactions, issues, and resolutions in our ticketing system. Create additional external and internal documentation to create consistency and efficiency.
• Collaboration: Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.
• Leadership: Drive continuous improvement by evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. Lead and manage according to the company’s and department’s vision, goals, mission and values.