Shape the future of AI-driven support while empowering customers and internal teams. Vanta is hiring an AI Optimization Specialist to build, optimize, and maintain the knowledge powering our customer chatbot and internal AI Copilot—ensuring accurate, efficient, and human-centered support experiences.
About Vanta
Founded in 2018, Vanta is on a mission to secure the internet and protect consumer data. We provide companies with real-time trust management solutions that make security continuous, not just a one-time check. Thousands of businesses rely on Vanta to build, maintain, and prove their security with transparency. With offices in San Francisco, New York, London, Dublin, and Sydney—and a strong remote culture—Vanta is committed to building a safer digital world.
Compensation & Location
- Salary range: $107,000 – $126,000 annually
- Offers equity
- Remote across the US
- Full benefits, including medical, dental, and vision (dependents covered)
What You’ll Do
- AI Knowledge & Content: Ensure chatbot and AI Copilot pull from effective, accurate resources; identify gaps and improve content structure.
- Internal Copilot Enablement: Build and maintain internal resources (e.g., Guru cards, snippets) to resolve support questions quickly.
- Chatbot Workflow Optimization: Own and refine workflows in Intercom, designing personalized conversation flows that reduce fallbacks.
- Product & Customer Expertise: Leverage insights from real support cases to improve AI accuracy and anticipate customer needs.
- Data Analysis: Track chatbot/Copilot performance data, identify friction points, and deliver actionable insights.
- Cross-Functional Alignment: Collaborate with Product, Engineering, and Design to prepare AI systems for new launches and updates.
- Customer Grounding: Handle a small set of support tickets to stay close to customer challenges and guide AI improvements.
What You Need
- Proven experience in customer or technical support (TSS/SR TSS preferred)
- Exposure to AI-powered support tools; strong interest in chatbot design and optimization
- Strong writing and organizational skills for knowledge creation and curation
- Ability to identify gaps, anticipate edge cases, and iterate quickly
- Familiarity with tools like Intercom Copilot and internal knowledge systems
- Data-driven mindset with ability to interpret AI performance metrics
- Cross-functional collaboration experience with Product, Engineering, or GTM teams
- Bonus: familiarity with APIs, JSON, or scripting languages (Python/JavaScript)
Benefits
- 100% covered medical, dental, and vision (with dependents)
- 16 weeks fully paid parental leave for all new parents
- 401(k) with company match
- Open PTO policy + 11 US holidays
- Health & wellness and remote work stipends
- Family planning benefits through Carrot Fertility
- Flexible hours and location
Join Vanta and drive the evolution of AI in customer support—creating tools that make complex solutions simple and customer experiences seamless.
Help secure the internet, one optimized interaction at a time.
Happy Hunting,
~Two Chicks…