AI Agent Experience Architect (Fin) — Support & Knowledge

OpenKrill; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Industry-competitive salary and equity

Medical, dental, and vision coverage

Remote work stipend

Parental leave (16 weeks)

401(k) matching

Job summary

Vanta is seeking an AI Agent Support Specialist to own Ask-Ilma, the company’s customer-facing AI agent built on Fin by Intercom. You’ll ensure accurate answers, smooth handoffs to engineers, and continuous improvement of AI conversations and knowledge sources.

The role emphasizes measurable impact on customer experience, content governance, and launch readiness. You will work to reduce escalations, improve self-service, and maintain high CSAT.

Qualifications

• 3+ years in technical support at a B2B SaaS company.
• Hands-on experience with AI-powered support tools as user or admin.
• Ability to turn messy processes into clear, reusable knowledge.
• Data-driven decision making using performance metrics.

Responsibilities

• Review Fin conversations weekly to identify gaps and escalations.
• Make changes in Fin to improve guidance, content, and workflows.
• Maintain a ranked improvement backlog based on impact and risk.
• Set guardrails for Fin: refusals, clarifying questions, escalations.
• Own Fin knowledge sources and governance for accuracy and consistency.
• Turn engineer fixes into reusable knowledge to reduce repeats.
• Collaborate with product and education teams to raise AI content standards.
• Shape Fin's tone and handoff behavior to ensure a smooth customer experience.

Skills

Technical Support

AI Tools

Structured Writing

Data Analysis

Systems Thinking

Customer Experience

Tools

Intercom

Fin

Job description

Vanta is seeking an AI Agent Support Specialist to own Ask-Ilma, the company’s customer-facing AI agent built on Fin by Intercom. You’ll ensure accurate answers, smooth handoffs to engineers, and continuous improvement of AI conversations and knowledge sources.

The role emphasizes measurable impact on customer experience, content governance, and launch readiness. You will work to reduce escalations, improve self-service, and maintain high CSAT.