AI Optimization Specialist, Support

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. 

At Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As a AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale

This is a unique opportunity to shape the future of AI in support operations. You’ll own the strategy, design, optimization, and performance tracking of our chatbot and internal Copilot, ensuring both are trusted, high-performing tools.

Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly.

Your core responsibilities will include:

Leverage and Test AI-Driven Knowledge

• Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content.

• Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed.

• Provide feedback loops and insights to inform content updates based on how users interact with AI systems.

Enhance the Internal AI Copilot

• Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently.

• Ensure the Copilot can answer internal process, policy, and ownership questions effectively.
  

Optimize Support’s AI Chatbot Workflows

• Own and refine chatbot workflows, guidance, and custom answers within Intercom.

• Use data and real-time behavior to continuously iterate and improve.

Develop Deep Product and Customer Understanding

• Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities.

• Build strong internal product expertise to anticipate customer needs and support gaps.

Leverage Data for Continuous Improvement

• Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements.

• Report actionable insights to stakeholders to drive buy-in and alignment.
  

Design and Optimize Conversational Flows

• Design personalized and effective conversational flows using Intercom’s AI capabilities.

• Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation.

Drive Strategic AI Design and Impact

• Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction.

• Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints.

• Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic.

Align with Cross-Functional Roadmaps

• Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows.

• Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios.

Stay Close to Customer Challenges Through Support

• Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language.

How to Be Successful in This Role

To succeed as a AI Optimization Specialist, Support, you'll combine strong customer support experience with deep product understanding and a proactive, ownership-driven mindset. You'll thrive if you're energized by curating high-quality knowledge, digging into data to uncover insights, and collaborating across teams to create seamless, AI-powered support experiences, all while keeping the customer at the center of every decision.

Key experience and qualities include:

Support Expertise: Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred). This is core to understanding both customer needs and how to structure effective support content and flows.

AI Experience: Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization.

Content Creation & Curation: Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation) that feeds both chatbot and Copilot accuracy.

Problem-Solving & Iteration: Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly. This includes thinking systematically about how to improve workflows and scale support through automation.

Product & Process Knowledge: Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interact. This ensures high-quality, relevant AI responses.

Cross-Functional Collaboration: Experience working with teams across Product, Engineering, and GTM to align AI and support strategies. Ability to advocate effectively for support needs in broader company discussions.

Data-Driven Mindset: Ability to interpret AI performance data, identify trends, and make insights-driven decisions to optimize chatbot and Copilot performance.

Bonus Technical Skills: Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to work more deeply with AI workflows and configurations. Not required, but helpful for advanced use cases or future evolution of the role.

What you can expect as a Vantan:

• Industry-competitive compensation

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks fully-paid parental Leave for all new parents

• Health & wellness and remote workplace stipends

• Family planning benefits through Carrot Fertility

• 401(k) matching

• Flexible work hours and location

• Open PTO policy

• 11 paid holidays in the US

• Offices in SF, NYC, London, Dublin, and Sydney

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. 

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent.