Remote AI Support Specialist - Fin & Knowledge

Humamaria; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Equity

Medical/Dental/Vision

Parental Leave

Remote workspace stipend

Commuter benefits

Job summary

Vanta is seeking an AI Agent Support Specialist to own Fin, Vanta's AI agent, and serve as the first contact for customers seeking help. You will ensure accurate, helpful responses and smooth handoffs to engineers when needed.

You'll review conversations, update knowledge, and write clear content. A background in 3+ years of B2B SaaS tech support and experience with AI-powered support tools is preferred. Remote US work available.

Qualifications

• 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
• Hands-on experience with AI-powered support tools as a user or admin.
• Ability to turn messy processes into clear, well-organized knowledge.

Responsibilities

• Review Fin conversations weekly to identify wrong answers and gaps.
• Make changes in Fin (guidance, content, workflows) and measure results.
• Maintain a ranked list of improvements based on impact, volume, and risk.
• Set and document Fin's guardrails and escalation rules.
• Own the knowledge Fin draws from and retire outdated content.
• Coordinate with Product/Engineering for launch readiness.

Skills

Technical support

AI tool experience

Structured writing

Data-driven decisions

Systems thinking

Customer judgment

Intercom familiarity

Tools

Intercom

Fin

Job description

Vanta is seeking an AI Agent Support Specialist to own Fin, Vanta's AI agent, and serve as the first contact for customers seeking help. You will ensure accurate, helpful responses and smooth handoffs to engineers when needed.

You'll review conversations, update knowledge, and write clear content. A background in 3+ years of B2B SaaS tech support and experience with AI-powered support tools is preferred. Remote US work available.