Manager of Technical Support

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.

Some of our values

We're not big on corporate-speak, but here's what matters 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 honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully.

• We try new things: We're not afraid to do things differently if it means finding better solutions.

• We step up: When we see a chance to make 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 ideas. What we learn helps us keep growing.

• We own it: We're all owners here. We take charge, make the call, and own the outcome.

Job Overview

As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. In this player/coach role, you will help to deliver world class support to our global customer base. 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 continuous improvement of our AI products. This role demands a blend of leadership skills, technical acumen, problem-solving skills, and a customer-centric approach.

Key Responsibilities:

1. 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. 

2. 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.

3. 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.

4. 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.

5. Communication: Manage major operations outages and communications to the customers. 

6. Product Knowledge: Ensure support team is up-to-date on our product features, capabilities, and updates to provide informed support.

7. Feedback Collection: Gather and relay feedback to the product development team for future enhancements. 

8. Documentation: Accurately document customer interactions, issues, and resolutions in our ticketing system. Create additional external and internal documentation to create consistency and efficiency.

9. Collaboration: Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.

10.  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.

Required Qualifications:

• A minimum of 5 years in customer support for SaaS or techni