AI Agent Support Specialist
Vanta · Remote · Remote U.S. ·
COMPENSATION
$110k – $129k
Listed on the employer's job board (Ashby)
- Fully remote (US)
- Intercom Fin expertise
- 3+ years support exp
- US work auth required
- B2B SaaS background
You will own the performance and experience of Vanta's AI support agent, treating it as a product that requires continuous tuning and testing. Your focus includes reviewing conversations for accuracy, updating knowledge sources, and defining guardrails for automated responses.
The role requires partnering with Product and Engineering teams to ensure the AI is ready for new feature launches. You will analyze data to identify gaps, improve self-service content, and handle a small volume of complex tickets to stay connected with customer needs.
What you'll do
- Review AI conversations weekly to identify incorrect answers and escalation opportunities
- Configure AI guidance, content, and workflows to improve response accuracy
- Maintain and govern knowledge sources including help center articles and snippets
- Define AI guardrails for sensitive topics and clarify when human handoff is needed
- Collaborate with Product teams to prepare AI for new feature launches
- Analyze low satisfaction ratings to fix root causes in the support experience
What you'll need
- Three or more years of technical support experience in B2B SaaS environments
- Hands-on experience administering or using AI-powered support tools
- Ability to write structured, clear knowledge base content for humans and AI
- Proficiency in interpreting performance data to prioritize improvements
- Strong systems thinking to address root causes of support issues
- Must be authorized to work in the United States without sponsorship
Nice to have
- Experience administering Intercom and Fin features like AI Insights
- Background in knowledge management or conversational interface design
- Experience leading support tool rollouts or migrations
- Familiarity with security, compliance, or GRC concepts
Stack
- Intercom
- Fin
How you'll work
- Fully remote position within the United States
- Flexible paid time off policy plus sick time
- No visa sponsorship available for this role
What you get
- Comprehensive medical, dental, and vision coverage
- 100% premium coverage for most employee-only medical plans
- 16 weeks of paid parental leave for all new parents
- Stipends for health, wellness, remote workspace, and internet
- Matching 401(k) contribution with immediate vesting
- Eleven company-paid holidays annually