AI Support Optimization Lead

Vanta

United States

On-site

USD 110,000 - 150,000

Full time

36 hours ago

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Benefits offered by this job

Industry-competitive salary

Equity

Remote work stipend

Comprehensive health coverage

Flexible PTO

Job summary

Vanta is seeking an AI Optimization Specialist, Support to empower customers and the support team. You will own the strategy, design, and performance of our AI chatbot and internal Copilot, ensuring accurate responses and scalable customer support.

You will collaborate with Support, Customer Education, Product and Engineering to continuously improve AI tools and content. The role focuses on enhancing AI-driven workflows, reducing fallbacks, and driving higher CSAT through data-driven iterations

Qualifications

Experience in technical troubleshooting and handling customer inquiries.
Hands-on with AI-powered support tools and a strong interest in chatbot design and automation.
Content creation and curation skills for structured knowledge bases.
Ability to work cross-functionally with Product, Engineering and GTM teams.
Familiarity with internal tooling and data to drive AI improvements.

Responsibilities

Own and optimize AI-driven knowledge for chatbot and Copilot, collaborating with Customer Education and Support teams.
Build and maintain internal knowledge resources to help the team resolve issues quickly.
Refine chatbot workflows and responses within Intercom, using data to improve performance.
Analyze AI performance data to identify friction points and prioritize improvements.
Shape AI responses by analyzing customer interactions and product context.
Partner with Product and Engineering to plan AI capabilities for new features.