Vanta

AI Optimization Specialist, Support

Remote U.S

No sponsorshipDetected 25 days ago

JavaScriptPythonComplianceCustomer SupportIntercomHIPAACollaborationProblem SolvingOrganizational Skills

About the role

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.
We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies.

Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently.
Own and refine chatbot workflows, guidance, and custom answers within Intercom.
Build strong internal product expertise to anticipate customer needs and support gaps.
Report actionable insights to stakeholders to drive buy-in and alignment.
Design personalized and effective conversational flows using Intercom's AI capabilities.
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.
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.
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.

Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly.
Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interact.

Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred).

Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to work more deeply with AI workflows and configurations.
Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
What you can expect as a Vanta'n:
Industry-competitive salary and equity
Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
16 weeks paid Parental Leave for all new parents
Health & wellness stipend
Remote workspace, internet, and cellphone stipend
Commuter benefits for team members who report to the SF and NYC office
Family planning benefits
Matching 401(k) contribution with immediate vesting
Flexible PTO policy, plus 80 hours of Sick Time

Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content.
Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios.

"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 https://www.vanta.com/technical-support-metrics are available publicly.

Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

This listing is sourced directly from Vanta's careers page and normalized into a canonical job model.