[Hiring] AI Agent Operations Specialist @Vanta

Role Description

As the AI Agent Operations Specialist, you'll own Ask-Ilma, Vanta's customer-facing AI agent, built on Fin by Intercom, and the first point of contact for customers seeking support. You're accountable for whether customers get the right answer, how the experience feels, and how smoothly Fin hands off to our support engineers when it should. Our customers rely on Vanta to get compliance right, so a fast answer only counts if it's also a correct one. This is a hands-on role for someone who treats an AI agent like a product: something to measure, tune, test, and improve every week.

What you’ll do as an AI Optimization Specialist, Support at Vanta:

• Performance: Own how well Fin works
  • Review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations.
  • Make changes in Fin yourself (guidance, content, workflows).
  • Keep a ranked list of improvements based on customer impact, volume, and risk.
  • Set and document Fin's guardrails.
• Knowledge: Own what Fin knows
  • Own the knowledge Fin draws from: snippets, internal content, and our help center.
  • Set the governance for content ownership and review cadence.
  • Turn support engineer answers into reusable knowledge.
  • Set AI-ready content standards.
• Customer Experience: Own how Fin feels to customers
  • Shape how Fin sounds and handles escalations.
  • Dig into low CSAT ratings and dead ends.
  • Handle a small volume of tickets to stay close to real customer problems.
• Launch Readiness: Own Fin's readiness for every launch
  • Partner early with Product, Engineering, and Customer Education.
  • Have Fin tested and ready on launch day.
  • Evaluate new Fin capabilities and recommend which to adopt.

Qualifications

• 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
• Hands-on experience with AI-powered support tools.
• Ability to turn a messy process into clear, well-organized knowledge.
• Comfortable pulling and interpreting performance data.
• Systems thinking to identify and fix root causes of issues.
• Customer judgment to discern when a technical answer is insufficient.

Requirements

• Experience administering Intercom and Fin.
• Background in knowledge management, content design, or writing for conversational interfaces.
• Experience leading a support tool rollout or migration.
• Exposure to security, compliance, or GRC concepts.
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

Benefits

• 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.
• 11 company-paid holidays.
• Virtual team building activities, lunch and learns, and other company-wide events!
• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney.