Product Specialist, Siena
+ Equity
AI-powered customer service platform
Be an early applicant
AI-powered customer service platform
21-100 employees
Be an early applicant
+ Equity
21-100 employees
Company mission
To make exceptional customer experiences universally available and to tap into the boundless potential of human connection.
Role
Who you are
- Product-minded above all: you go outside your job description to champion change and influence what gets built
- You've taken themes across tickets or customer feedback and used them to push product or roadmap direction
- Genuinely curious about how things work under the hood, happy to roll up your sleeves. You don't see a support queue as beneath you
- A clear communicator who moves between technical and non-technical people without losing either
- AI-native: you use AI tools to do real work at scale, and you reach for new ones without being asked
- You want into product, fast and deep
- Based in EMEA or North America for strong timezone crossover with the team
- Bonus points if you've worked in e-commerce or DTC brands, social media or community management, or done hands-on CX at scale
- Nice to have, not required: hands-on with APIs, Shopify themes, prompt engineering, or user research
What the job involves
- As a Product Specialist at Siena, you become the resident expert on how our platform works end-to-end: how each agent behaves, and how they work together as one system
- You own a defined product surface deeply, you diagnose it with authority, and you're the bridge between the customers using it and the PM shaping where it goes next
- You're T-shaped
- You know the whole platform end-to-end, and you go deep on one or two agents that become your own
- You learn the product cold (prompt engineering, config, deployment), and then you put that knowledge to work across a range of product activities
- This is a versatile, hands-on, product-minded role, not a ticket-closing one
- You'll work a support queue, but the point isn't the queue, it's what it teaches you about how the product behaves in the real world
- You're energized by the loop: learn the product cold, diagnose agent behavior, enable people to use it, spot the themes, feed product, repeat
- If you've ever sat close to a product, noticed something the roadmap was missing, and pushed to change it, this role is built for you
- It's for someone who's excited to work across a variety of product-related activities and wants to grow into product management, product marketing, deployment, or agent deployments
- You'll work closely with our product team and leadership across a variety of product-related activities, including but not limited to:
- Own a defined Siena product surface and become its resident expert
- Learn the platform cold: how the agents behave, how they work together, prompt engineering, config, deployment
- Diagnose agent behavior with authority: product, config, or customer setup
- Run the feedback loop to the PM: turn the patterns you see across customers into clear, prioritized signal that shapes the roadmap
- Own enablement: the docs, guides, and live-chat material that sit between too-technical and too-marketing
- Run webinars and demos, support sales, and do the market research the team needs
- Work the support queue on your surface, not as overflow, but as your direct line to how the product behaves
Salary benchmarks
Our take
Customer service plays a pivotal role in the success or failure of commerce businesses, with a good customer service experience proven to build trust and power repeat purchases. With this in mind, Siena supplies a platform for companies to automate their customer service responses with AI capable of responding in the brand's voice and acting with "almost human" empathy.
Siena's platform can be employed for a number of customer service interactions, such as answering queries or arranging refunds and returns. The idea is to reduce the workload of customer services teams, with the platform handling over 80% of day-to-day interactions so that human team members are free to focus on more important or unique cases.
The idea is certainly an interesting one, and with its potential to save commerce companies thousands on customer support it is no surprise it boasts a number of clients already. 2023 funding will go towards hiring, go-to-market plans, and further development - with the ultimate goal for Siena to become a fully autonomous agent.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Nov 2023
$4.7m
SEED
Total funding: $4.7m
Company benefits
- 🏠 The flexibility to work from anywhere
- 🌞 Flexible working hours
- 💸 Stock options
- 🌴 Unlimited PTO (minimum of 15 days off per year)
- 📖 Growth stipend
Company HQ
SoMa, San Francisco, CA
Leadership
Andrei Negrau
(Co-Founder & CEO)Also co-founded Cartloop and Relevon, and founded Elite Brands.
Lisa Popovici
(Co-Founder & President)Also co-founded Cartloop and Relevon, acting as COO at both as well as Head of Growth and then CMO at Cartloop.
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