Vanta is hiring an AI Optimization Specialist to shape the future of AI in support operations. This role empowers both our customers and Support team by building and optimizing the AI knowledge base behind our chatbot and internal Copilot tools. If you’re passionate about leveraging AI to improve customer experience, scaling support through automation, and collaborating across teams to drive innovation, this is your opportunity.
About Vanta
Founded in 2018, Vanta is on a mission to help businesses earn and prove trust by securing the internet and protecting consumer data. We’ve built the world’s leading Trust Management Platform, empowering thousands of companies to continuously monitor, improve, and prove their security. With offices in San Francisco, New York, London, Dublin, and Sydney—and a remote-first culture—our diverse team is dedicated to making complex solutions simple.
Schedule
- Full-time, remote (U.S.)
- Flexible hours with cross-team collaboration across Product, Engineering, Customer Education, and Support
What You’ll Do
- Build and optimize AI-powered workflows for chatbots and internal Copilot tools
- Collaborate with Customer Education to ensure knowledge content is accurate and effective
- Identify performance gaps, broken flows, and opportunities for improvement
- Maintain internal support knowledge (snippets, documentation, Guru cards) to increase efficiency
- Own chatbot strategy in Intercom—design conversational flows, refine custom answers, and reduce fallback rates
- Analyze chatbot and Copilot performance data to track outcomes and prioritize improvements
- Align with cross-functional roadmaps to ensure AI readiness for new product launches
- Take on a small volume of support tickets to stay close to real customer challenges and identify gaps
- Drive strategic decisions to improve resolution rates, accuracy, and customer satisfaction through AI
What You Need
- Proven experience in customer or technical support, with strong troubleshooting skills
- Exposure to AI-powered support tools and interest in chatbot design and automation
- Excellent writing, content curation, and documentation abilities
- Strong problem-solving and iterative mindset with attention to edge cases and workflow improvements
- Ability to interpret AI performance data and apply insights to optimize support experiences
- Cross-functional collaboration experience with Product, Engineering, or GTM teams
- Bonus: Familiarity with APIs, JSON, or scripting languages (Python, JavaScript)
Compensation & Benefits
- Salary range: $107,000–$126,000 plus equity
- 100% covered medical, dental, and vision insurance (including dependents)
- 401(k) plan with company match
- 16 weeks fully paid parental leave for all new parents
- Health, wellness, and remote workplace stipends
- Family planning benefits via Carrot Fertility
- Flexible work hours and open PTO policy
- 11 paid holidays in the U.S.
- Industry-leading career growth in a global, mission-driven company
Join Vanta to help secure the internet, transform support with AI, and build trust for thousands of businesses worldwide.
Happy Hunting,
~Two Chicks…