Technical Support Manager

22 hours ago

New York, New York, United States Siena AI Full time
About Siena AI

Siena AI is a pioneering company in the field of enterprise empathic AI Agents, leveraging reasoning-adept LLMs to revolutionize customer experience. Our mission is to integrate AI Agents with existing systems, enabling seamless interactions across multiple channels from a single platform.

Job Overview

As a Manager of Technical Support, you will be responsible for leading our technical support team within the customer success organization. This player/coach role demands a blend of leadership skills, technical acumen, problem-solving skills, and a customer-centric approach.

Key Responsibilities:
  • Management: Oversee 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. Contribute to the overall CS metrics of customer retention and growth.
  • Customer Service: Ensure high-quality support is delivered to customers via phone, email, and chat. Create and manage a Q/A process to review the quality of responses from the support team.
  • Technical Support: Ensure the 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 the 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.
Requirements:
  • A minimum of 5 years in customer support for B2B SaaS organization and a minimum of 2 years in a people management role.
  • 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 plus.
Why Join Siena AI

We're a startup that offers real impact, a seat at the table, freedom to work your way, top pay, time off when you need it, budget to keep learning, and the chance to build something from the ground up. We're reshaping how work gets done and looking for people who want to break boundaries, create the future, and reshape industries.

Siena AI 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.

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