AI Optimization Specialist, Support

About the role

This position focuses on enhancing Vanta's AI-driven support tools, including the customer-facing chatbot and internal AI Copilot. You will be responsible for the knowledge base that powers these tools, ensuring accuracy and helpfulness to improve customer experience and support efficiency.

Key facts

What you'll do

• Collaborate with content teams to ensure AI tools utilize the most effective information.
• Identify areas where AI performance can be improved through content or structural adjustments.
• Provide feedback on AI interactions to guide content updates.
• Develop and manage internal knowledge resources to assist the support team.
• Refine chatbot workflows and automated responses within Intercom.
• Analyze performance data to identify and address issues, and report findings to stakeholders.
• Design conversational flows to improve automation and reduce errors.
• Gain a deep understanding of Vanta's products and customer challenges to inform AI improvements.
• Take on a limited number of support tickets to stay connected with customer needs.

Requirements

• Experience in technical support and customer issue resolution.
• Familiarity with AI-powered support systems and an interest in chatbot design.
• Strong writing and organizational abilities for creating and managing knowledge content.
• Demonstrated problem-solving skills and a capacity for rapid iteration.
• Understanding of internal tools and how product areas function.
• Experience working with Product, Engineering, and Go-to-Market teams.
• Ability to interpret data to make informed decisions about AI performance.
• Must be authorized to work in the U.S. without future sponsorship.

Nice to have

• Experience with APIs, JSON, or scripting languages like Python or JavaScript.

Skills & tools

• Intercom
• Guru (or similar knowledge management tools)

Practical notes

• This role offers comprehensive medical benefits, a 401(k) plan, and other company perks.
• Vanta is committed to diversity and inclusion, and does not discriminate on any protected basis.