Remote AI Agent Optimization Specialist

Vanta; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Industry-competitive salary and equity

Medical, dental, and vision coverage

Parental leave 16 weeks

Remote workspace stipend

401(k) matching

Job summary

Vanta is seeking an AI Agent Operations Specialist to own Ask-Ilma, Vanta's customer-facing AI agent, and ensure the fastest, most accurate responses while maintaining a high-quality customer experience. You’ll own Fin workflows, guardrails, and escalation logic, delivering measurable improvements in accuracy and efficiency.

You will also govern the knowledge base, train Fin with up-to-date content, and partner with Product and Customer Education to prepare for launches and new features,

Qualifications

• 3+ years in technical support at a B2B SaaS company.
• TSS / Sr. TSS experience is preferred.
• Hands-on experience with AI-powered support tools.
• Structured writing: turn messy processes into clear, usable knowledge.
• Data-driven decisions: interpret performance data to prioritize fixes.

Responsibilities

• Own Fin's performance and guardrails; reduce wrong answers and escalations.
• Maintain and update knowledge snippets and help-center content.
• Shape Fin's voice and how it communicates and handles 'I don’t know' moments.
• Collaborate with Product, Engineering and Customer Education to prep source-of-truth content before launches.

Skills

Technical support

AI concepts

Structured writing

Data-driven decisions

Systems thinking

Customer judgment

Cross-functional collaboration

Problem solving

Tools

Intercom

Fin

Job description

Vanta is seeking an AI Agent Operations Specialist to own Ask-Ilma, Vanta's customer-facing AI agent, and ensure the fastest, most accurate responses while maintaining a high-quality customer experience. You’ll own Fin workflows, guardrails, and escalation logic, delivering measurable improvements in accuracy and efficiency.

You will also govern the knowledge base, train Fin with up-to-date content, and partner with Product and Customer Education to prepare for launches and new features,