Siro

Customer Support

• Serve as the primary point of contact for customer inquiries, handling complex technical and product issues
• Maintain high standards for response time and resolution quality
• Transform customer feedback into actionable insights for product and engineering teams
• Act as the voice of the customer internally, advocating for user needs and pain points
• Optimize our support tech stack for ticketing, knowledge management, and customer communication
• Create comprehensive support documentation, including internal playbooks, customer-facing help centers, and FAQ resources
• Establish KPIs and reporting frameworks to measure support effectiveness and customer satisfaction
• Develop workflows and processes that can scale from hundreds to thousands of users
• Analyze support ticket patterns to identify automation opportunities
• Implement chatbots, auto-responses, and self-service solutions for common queries
• Build and maintain a robust knowledge base that empowers users to find answers independently
• Continuously optimize response templates and macros to improve resolution times
• Partner with Product, Engineering, and Sales teams to ensure seamless customer experiences
• Create feedback loops between support insights and product development
• Coordinate with Marketing on customer communications and education initiatives
• Train other team members on support best practices as the company scales

Customer Support Manager

Data Scientist

• We\'re transforming the trillion-dollar world of in-person sales by capturing and analyzing a never-before-digitized dataset: face-to-face conversations. While the tech world obsesses over digital interactions, most of our economy still runs on millions of in-person sales and service conversations happening daily across the U.S. Unlike Zoom calls, these conversations weren\'t historically recorded – leaving petabytes of rich data untapped. Until now.
• Companies in hundreds of industries rely on frontline salesforces working in-person, yet they\'ve operated with zero visibility into these critical customer interactions. Meanwhile, sales productivity follows a stark Pareto distribution – the vast majority of commissions accumulate to a small percentage of top performers, leaving millions of salespeople struggling to achieve financial freedom.
• With Siro, we\'re democratizing sales excellence. Our customers see their reps closing up to 40% more deals, all while gaining unprecedented insights from field conversations.
• We\'ve built an intelligence platform that captures, processes, and derives actionable insights from in-person sales and service conversations. Our customers span diverse industries – home improvement, home services (HVAC, plumbing), retail, B2B distribution, insurance, hospitality, and more.
• With over $75M in backing from world-class investors, we\'re on a mission to make field sales the most accessible path to financial freedom.
• Our product is already making waves - 4.8 stars on the App Store (700+ ratings), 5.0 stars on G2 (25 reviews), and partnerships with industry leaders like ServiceTitan (NASDAQ: TTAN).
• About the Role
• We\'re looking for a pioneering Data Scientist. This role combines classical data science with cutting-edge LLM applications, sitting at the intersection of business intelligence, experimentation, and AI-powered product features.
• This role will build the data foundation that empowers Siro teams to make confident decisions -from Product launching AI-powered features, to Sales identifying winning patterns, to Customer Success driving adoption. Your work will unlock insights that directly accelerate growth and shape our product strategy.
• If you\'re excited about turning raw data into actionable insights and shaping the future of a high-growth AI-first company, this is the role for you.
• What you\'ll do
• Product Analytics and Business Intelligence
• Partner with multiple functions to understand customer behavior, visualize usage trends, and identify opportunities
• Develop and optimize product analytics infrastructure and dashboards for internal and external stakeholders
• Contribute to weekly and quarterly business reviews for strategic accounts
• Ad Hoc Insights and LLM Applications
• Explore customer sales conversation data to extract insights via LLM-based and traditional analysis methods
• Communicate ad hoc insights to external customers
• Implement LLM evaluations
• Data Quality
• Own data quality in our databases
• Establish data quality standards and monitoring
• Identify improvements needed and work with Engineering to implement
• Success Metrics
• Adoption rate of data products, internal and customer-facing
• Impact on product development velocity and decision quality
• Quality and reliability of AI-powered insights
• % of product decisions backed by quantitative data
• Qualifications
• 3-5 years of experience in data science, ML/AI, or related field
• Strong foundation in statistics and experimental design
• Expertise in Python, SQL, and data pipeline development
• Experience with business intelligence and visualization tools (e.g., Looker, Metabase, Tableau)
• Experience working with structured and unstructured data
• Strong problem-solving skills with a business-focused approach
• Excellent communication skills
• Familiarity with LLMs
• Our Tech Stack
• Core Tools
• Data Infrastructure: Google Cloud Platform (GCP), BigQuery, Postgres
• BI/Analytics: Mixpanel, Explo
• Languages: Python, SQL
• Version Control: Git
• AI/ML Stack
• LLM Frameworks: Anthropic, OpenAI, Google LangChain
• Data Science & ML Libraries: pandas, scikit-learn
• NLP Tools: Hugging Face
• Nice to Have
• Experience with Node.js/TypeScript
• Background in conversation AI or natural language processing
• Who You Are
• Product-minded data scientist who balances rigorous analysis with practical impact
• Strong communicator who can translate complex concepts for various audiences
• Self-directed learner excited about emerging AI technologies
• Collaborative team player who thrives in a fast-paced environment
• Passionate about using data to improve human performance and outcomes
• Closing diversity paragraph.