AI Agent Operations Specialist, Support

Role Overview

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’ll be 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.

What You Will Do

You’ll review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations. You’ll make changes in Fin yourself (guidance, content, workflows) and keep a ranked list of improvements based on customer impact, volume, and risk.

Why It Might Be a Fit

To be successful in this role, you’ll need 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues. You’ll also need AI support tool experience, structured writing skills, and data-driven decision-making abilities.

Requirements

• 3+ years in technical support at a B2B SaaS company
• AI support tool experience
• Structured writing skills
• Data-driven decision-making abilities

Benefits

• Industry-competitive salary
• Equity
• Comprehensive medical, dental, and vision coverage
• 16 weeks paid Parental Leave
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits
• Family planning benefits
• Matching 401(k) contribution
• Flexible PTO policy
• 11 company-paid holidays
• Virtual team building activities

Tagged as: Data Analysis