AI Agent Operations Specialist, Support

🕒 June 26

🇺🇸 United States – Remote

💵 $129k - $152k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 26%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vanta

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

📋 Compliance

🔐 Security

☁️ SaaS

💰 $40M Series B on 2022-10

Compliance • Security • SaaS

Vanta is a trust management platform that streamlines compliance workflows and enhances security programs for businesses. By leveraging automation, Vanta helps companies achieve and maintain compliance with frameworks like SOC 2, ISO 27001, and GDPR. It offers solutions for companies of all sizes, from startups to enterprises, ensuring security and compliance at scale. With integrations with over 375 tools, Vanta leverages AI to simplify tasks such as questionnaire automation and vendor risk management. Vanta empowers service providers and auditors to deliver efficient and satisfactory experiences, helping businesses build trust with their clients and partners.

📋 Description

• Own Ask-Ilma, Vanta's customer-facing AI agent built on Fin by Intercom • Review Fin conversations weekly to identify wrong answers, self-service gaps, and avoidable escalations • Make changes to Fin's guidance, content, and workflows; measure and adjust improvements • Prioritize improvements based on customer impact, volume, and risk • Set and document Fin's guardrails, clarification behavior, and escalation criteria • Own Fin's knowledge sources, including snippets, internal content, and the help center • Establish content governance, topic ownership, review cadences, and retirement of outdated or conflicting content • Convert support-engineer answers into reusable knowledge • Define AI-ready content standards and partner with Customer Education to improve help-center articles • Shape Fin's tone and customer experience • Own escalation handoffs, routing, and context transfer • Investigate low CSAT ratings and dead ends and fix root causes • Handle a small volume of support tickets • Partner with Product, Engineering, and Customer Education to prepare source-of-truth content before launches • Test and monitor Fin on launch day and close gaps quickly • Evaluate new Fin capabilities and recommend adoption • Vanta's mission is to help businesses earn and prove trust through continuous security monitoring and compliance automation

🎯 Requirements

• 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues • Hands-on experience with AI-powered support tools, as a user or an admin • Ability to turn messy processes into clear, well-organized knowledge for people and AI • Comfort pulling and interpreting performance data, spotting trends, and prioritizing fixes • Systems-thinking approach to identifying and resolving root causes • Ability to distinguish technically correct answers from poor customer experiences and recognize when customers need a person • Experience administering Intercom and Fin, including guidance, snippets, Procedures, or AI Insights (nice to have) • Background in knowledge management, content design, or writing for conversational interfaces (nice to have) • Experience leading a support tool rollout or migration (nice to have) • Exposure to security, compliance, or GRC concepts (nice to have) • Open to using AI to amplify skills and strengthen work, with curiosity, willingness to learn, and sound judgment in applying AI responsibly • Must be authorized to work in the U.S. without the need for current or future employer sponsorship

🏖️ Benefits

• 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 • 80 hours of Sick Time • 11 company-paid holidays • Virtual team building activities, lunch and learns, and other company-wide events