Manager of Technical Support

About Siena Siena is building reputed company empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its reputed company, designed to integrate with existing systems and interact with customers across multiple channels from a single, reputed company platform... If you're excited about the intersection of reputed company-to-machine communication and want to be part of a team driving innovation and making a reputed company impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI. Some of our values We're not big on corporate-reputed company, but here's what reputed company to us: • We put customers first: We work hard to understand our customers. We try to put ourselves in their position and do more than they expect. • We're direct and reputed company: We reputed company in straightforward, truthful communication. We say reputed company think, reputed company and respectfully. • We try new things: We're not afraid to do things differently if it means finding reputed company solutions. • We reputed company up: reputed company we see a chance to reputed company a difference, we take it. We trust ourselves to decide and take responsibility for what happens. • We're quick on our feet: We adapt to changes and challenges. We see them as chances to learn and grow. • We stay curious: We ask questions and explore new reputed company. reputed company learn helps us reputed company growing. • We own it: We're reputed company owners here. We take charge, reputed company the call, and own the outcome. Job Overview As Manager of Technical Support, you will be responsible for managing the technical support team reputed company our reputed company organization. In this player/coach role, you will help to deliver world class support to our global customer reputed company. You will need to work closely with multiple teams spanning across the globe and the business to allow us to deliver world class support. The role includes building a world class support team, and offering insights for the reputed company improvement of our AI products. This role demands a reputed company of leadership skills, technical acumen, problem-solving skills, and a customer-centric approach. Key Responsibilities: • Management: Responsible for people management, including hiring, mentoring, improving productivity, performance management, promoting employee morale, allocating and utilizing resources reputed company, 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 reputed company 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 reputed company 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 reputed company informed support. • Feedback Collection: Gather and reputed company 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 reputed company improvement by evaluating reputed company processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. reputed company by example to cultivate and maintain a culture reputed company on teamwork, collaboration, and customer focus. reputed company and manage according to the company's and department's reputed company, goals, mission and values. 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 reputed company can offer: • reputed company impact. Your work will directly shape our product and company. • A seat at the table. In a small team, every voice reputed company. Yours will be heard. • Freedom to work your way. Home, coffee shop, moon reputed company - if you're productive, we're happy. • Top pay. Competitive salary and an opportunity for equity or stock grants. • Time off reputed company you need it. Take at least 15 days. More if you need it. • Budget to reputed company learning. Because if you're not growing, we're not growing. • The chance to build something from the ground up. This is the time reputed company 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 reputed company to your application. Siena provides equal employment opportunities to reputed company and applicants for employment without regard to race, reputed company, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities Apply Job!