AI Agent Support Specialist — Fin-Powered Customer Support

Vanta; United States; Hybrid; USD 110,000 - 129,000; Full time

Benefits offered by this job

Equity and salary transparency

Medical, dental, vision insurance

Parental leave

Remote work stipend

Flexible PTO

Holidays

Job summary

Vanta is looking for an AI Agent Support Specialist to own Ask-Ilma, our customer-facing AI agent built on Fin by Intercom. You’ll ensure accurate, empathetic responses, manage handoffs to engineers, and continuously tune Fin to reduce escalations and improve customer experience.

You’ll work in a hands-on role, measuring performance, updating knowledge, and partnering with Product, Engineering, and Education to prepare Fin for launches.

Qualifications

• 3+ years in technical support at a B2B SaaS company.
• Experience with AI-powered support tools.
• Ability to write clearly and organize knowledge for reuse.
• Data-driven decisions and ability to spot trends.
• Strong systems thinking to diagnose root causes.

Responsibilities

• Performance: Review Fin conversations weekly; implement improvements; maintain guardrails for Fin; document changes.
• Knowledge: Own Fin's knowledge sources; govern content; convert engineer answers into reusable knowledge; set AI-ready content standards.
• Customer Experience: Shape Fin's tone; manage handoffs and escalation contexts; analyze CSAT gaps; handle a subset of tickets to stay close to issues.
• Launch Readiness: Collaborate with Product, Engineering, and Education for launch-ready content; test Fin ahead of launches; monitor and iterate after release.

Skills

Technical support

B2B SaaS

AI tools usage

Structured writing

Data analysis

Systems thinking

Customer empathy

Tools

Intercom

Fin

Knowledge management systems

Job description

Vanta is looking for an AI Agent Support Specialist to own Ask-Ilma, our customer-facing AI agent built on Fin by Intercom. You’ll ensure accurate, empathetic responses, manage handoffs to engineers, and continuously tune Fin to reduce escalations and improve customer experience.

You’ll work in a hands-on role, measuring performance, updating knowledge, and partnering with Product, Engineering, and Education to prepare Fin for launches.