Product Specialist

MEET SIENA Siena is the Agent of Record for CX, built for consumer brands like Spanx, FIGS, Brooklinen, and Grüns. It runs as a connected multi-agent stack on top of a shared intelligence layer: agents that sell, support, listen, handle social and voice across the entire customer journey, turning every conversation into signal you can act on. THE TEAM We are a small, fully distributed, global team. We have built leverage into how we work, which is what lets a team this size move at the speed we do. We hire athletes. Everyone here owns real outcomes, defaults to writing over meetings, communicates with directness, and acts the moment they see something worth acting on. Low ego, high standards, fast clock. If you want to set the bar rather than follow one, keep reading. THE ROLE You become the resident expert on how Siena's platform works end to end: how each agent behaves, and how they work together as one system. You own a defined product surface deeply, diagnose it with authority, and act as the bridge between the customers using it and the PM shaping where it goes next. This is a hands-on, product-minded role built for someone who's sat close to a product, noticed something the roadmap was missing, and pushed to change it. It's a growth path into product management, product marketing, or deployment. WHAT YOU'LL DO - 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 patterns 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 as your direct line to how the product behaves, not as overflow WHO YOU ARE The Bar: If you're missing any of these, this isn't the role for you. - Support or CS background, with a genuine track record of going beyond your remit to influence product, not just closing volume - You can take a rough, unclear document and make it genuinely useful. Documentation and enablement are core to this role, not an afterthought - You can tell a real bug from expected behavior and spot the pattern across tickets, not just close them one by one Strong Signal: Not dealbreakers, but what separates a good hire from a great one. - 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 - 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 - E-commerce or DTC brand experience Nice to Have: Bonus, not required. - Social media or community management background - Hands-on CX at scale - Conceptual understanding of APIs, Shopify themes, or prompt engineering (technical depth helps, isn't core) Not a Fit If: - You're coming from a Deployment Manager, senior PM, or account management background looking for a lateral move. That's a different pipeline - You see a support queue as beneath you rather than as a source of signal - You want to close tickets and move on, not spot the pattern behind them WHY SIENA? Real ownership. You will own problems, not tasks, with the autonomy to solve them your way and the trust to do it without a manager in your inbox. Work that ships and matters. What you build reaches real consumer brands fast. A category we are creating. The Agent of Record is new ground, with unsolved problems and cutting-edge models, not a crowded field to compete in. A team that respects your judgment. Globally distributed, async-first, low bureaucracy. We hire adults and treat you like one. Great salary plus equity or stock grants. Own a piece of what you build. Learning budget. If you are growing, so are we. AI-fluency by default. Few places will push your work with production AI further or faster. OUR VALUES The people who thrive here are curious, customer-obsessed, and take ownership without being asked. They fix problems first and explain later. They're direct about feedback - both giving and receiving it - because they care more about getting things right than being polite. They maintain high standards while moving at startup speed, and they build real relationships with teammates because they know that's how great work gets done. When things get tough, they adapt and keep pushing forward. OUR APPROACH TO AI The people who thrive here treat AI like a natural extension of themselves. They've built their own ecosystem of agents - some for research, others for debugging, writing, analysis, or writing code. They know which AI works best for what problem. Everyone gets premium accounts (ChatGPT, Claude, Perplexity Pro, Cursor, Lovable) plus a quarterly budget for new tools. But the magic happens in how we share knowledge. Demo days where someone shows off a clever workflows. Slack threads about which model handles a specific use case better. Learning from each other's AI workflows. 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. HOW WE HIRE We use AI-assisted screening tools as part of our hiring process. All decisions are made by humans. You can request a human-only review at talent@siena.cx. 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.