AI Agent Operations Specialist

Who you are

• Support expertise: 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues. TSS / Sr. TSS experience is preferred
• AI support tool experience: hands-on experience with AI-powered support tools, as a user or an admin, and a clear view of where they work well and where they don't
• Structured writing: you can turn a messy process into clear, well-organized knowledge that both people and AI can use
• Data-driven decisions: you're comfortable pulling and interpreting performance data, spotting trends, and using them to decide what to fix first
• Systems thinking: when you see a bad answer, you ask what in the system caused it, then fix that so it doesn't happen again
• Customer judgment: you can tell when an answer is technically right but still a bad experience, and when a customer needs a person
• Nice to have: 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
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship

What the job involves

• 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
• An AI agent's performance drifts without a clear owner, and that owner is you. You'll have a bias for action, shipping improvements quickly and learning from the results. You'll also decide with frameworks, so the team always understands why one fix came before another
• Review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations
• Make changes in Fin yourself (guidance, content, workflows). Treat most as two-way doors: ship, measure, adjust
• Keep a ranked list of improvements based on customer impact, volume, and risk
• Set and document Fin's guardrails: what it must never answer, when it asks a clarifying question, and when it escalates
• Fin is only as accurate as what it knows. Our customers trust Vanta to get compliance right, and we do what it says on the tin, so Fin's knowledge has to be correct and current
• Own the knowledge Fin draws from: snippets, internal content, and our help center
• Set the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired
• When a support engineer answers something Fin couldn't, turn it into reusable knowledge so we only answer it once
• Set AI-ready content standards, and partner with Customer Education to bring help-center articles up to them
• For many customers, Fin is the first Vanta "teammate" they talk to. Because we put our customers first, how Fin makes them feel matters as much as what it says
• Shape how Fin sounds, including how it says "I don't know" without leaving customers stuck
• Own handoffs: when Fin escalates, where it routes, and what context it passes so customers never repeat themselves
• Dig into low CSAT ratings and dead ends, and fix the root cause
• Handle a small volume of tickets to stay close to real customer problems
• Vanta ships fast, and customers ask about new features the day they launch. We win as one team and lead with resilience, so Fin is ready on day one, even when plans change late
• Partner early with Product, Engineering, and Customer Education to get source-of-truth content before features ship
• Have Fin tested and ready on launch day, then watch closely and close gaps fast
• Evaluate new Fin capabilities and recommend which to adopt

Benefits

• Health & Wellness: Vanta values the health and well-being of our teammates and offers comprehensive medical, dental, and vision coverage for teammates and dependents. Vanta is excited to provide an additional range of benefits that holistically support your physical, emotional, and financial wellbeing.
• Work Your Way: Enjoy a remote-first setup if you're in the US, or go hybrid at our international offices
• Paid Parental Leave: Industry competitive paid parental leave for all parents
• Time Away: Industry competitive and generous PTO policy
• 401K Plan: 401k matching contribution plan