Taking applicationsChat / Email·Posted 8d ago
AI Agent Support Specialist
VantaVerified company
Remote U.S. (United States)
Pay
$53–$62/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Remote U.S. (United States
Open to people in the United States
EnglishMid level
About the role
Technical support role owning Vanta's customer-facing AI agent Fin, including answer quality, knowledge, escalation handoffs, and launch readiness. Requires 3+ years of B2B SaaS technical support and U.S. work authorization; pays $110K–$129K plus equity and benefits.
What you'll do
- Review Fin conversations weekly to find wrong answers and avoidable escalations
- Make changes in Fin to guidance, content, and workflows
- Set and document Fin guardrails and escalation rules
- Own Fin's knowledge sources and content governance
- Improve help-center content with Customer Education
- Shape Fin's tone and customer handoff experience
- Handle a small volume of tickets to stay close to customers
- Partner with Product and Engineering on launch readiness
What you'll need
- 3+ years in technical support at a B2B SaaS company
- Hands-on experience with AI-powered support tools
- Structured writing for people and AI
- Comfort pulling and interpreting performance data
- Systems thinking to fix root causes
- Customer judgment for technically correct but bad experiences
- Must be authorized to work in the U.S. without sponsorship
- Nice to have: Intercom and Fin admin experience
Skills
Technical supportAI support toolsStructured writingData-driven decisionsSystems thinkingCustomer judgmentKnowledge managementIntercom/Fin administration
Benefits
EquityMedical, dental, and vision coverage401(k) matching16 weeks paid parental leaveHealth & wellness stipendRemote workspace, internet, and cellphone stipendFlexible PTO11 company-paid holidays
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Applications close on 18 November.