About the role

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As a AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale. This is a unique opportunity to shape the future of AI in support operations. You’ll own the strategy, design, optimization, and performance tracking of our chatbot and internal Copilot, ensuring both are trusted, high-performing tools. Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics are available publicly. What you’ll do as a AI Optimization Specialist, Support at Vanta: Leverage and Test AI-Driven Knowledge Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content. Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed. Provide feedback loops and insights to inform content updates based on how users interact with AI systems. Enhance the Internal AI Copilot Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently. Ensure the Copilot can answer internal process, policy, and ownership questions effectively. Optimize Support’s AI Chatbot Workflows Own and refine chatbot workflows, guidance, and custom answers within Intercom. Use data and real-time behavior to continuously iterate and improve. Develop Deep Product and Customer Understanding Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities. Build strong internal product expertise to anticipate customer needs and support gaps. Leverage Data for Continuous Improvement Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements. Report actionable insights to stakeholders to drive buy-in and alignment. Design and Optimize Conversational Flows Design personalized and effective conversational flows using Intercom’s AI capabilities. Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation. Drive Strategic AI Design and Impact Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction. Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints. Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic. Align with Cross-Functional Roadmaps Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows. Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios. Stay Close to Customer Challenges Through Support Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language. How to be successful in this role: Support Expertise: Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred). This is core to understanding both customer needs and how to structure effective support content and flows. AI Experience: Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization. Content Creation & Curation: Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation) that feeds both chatbot and Copilot accuracy. Problem-Solving & Iteration: Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly. This includes thinking systematically about how to improve workflows and scale support through automation. Product & Process Knowledge: Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interact. This ensures high-quality, relevant AI responses. Cross-Functional Collaboration: Experience working with teams across Product, Engineering, and GTM to align AI and support strategies. Ability to advocate effectively for support needs in broader company discussions. Data-Driven Mindset: Ability to interpret AI performance data, identify trends, and make insights-driven decisions to optimize chatbot and Copilot performance.

About Vanta

About Vanta
Vanta (YC W18) is the leading automated compliance and trust management platform designed to simplify and centralize compliance and security workflows for organizations of all sizes.

Why YC Startups Need Vanta
As a YC company, proving your security compliance is crucial for hitting new milestones—from finding product market fit, to selling to bigger customers. We would know, we’ve been there—and we’ve helped over 10,000 customers do just that! Vanta's all-in-one solution, combined with expert service partners, helps you quickly and painlessly achieve and maintain compliance with top frameworks—like SOC 2 and ISO 27001—and build a strong security foundation, so you can close bigger deals and scale faster. Learn more at vanta.com.

YC Companies get Exclusive Discounts on Vanta’s packages:
Vanta’s packages for startups are designed to make security and compliance easier, faster, and more cost-effective. Whether you’re closing your first deal or gearing up for growth, our all-in-one solution provides the tools necessary to become compliant quickly, demonstrate your security posture, and build a strong security foundation.

Why Vanta?

Built for startups: Vanta knows startups. We went through YC in 2018 and have since helped thousands of startups, including YC companies Supabase (YC S20), Fern (YC W23), and Newfront (YC W18) achieve and maintain compliance quickly. Startups like Charityvest (YC S20), BreachRX, and Flo Health have gone from zero to SOC 2 Type I or ISO 27001 certification in 10 days or less with Vanta.

Future-proof, feature-rich, automated platform: Vanta’s modular platform is built for the needs of today and tomorrow, including:

35+ frameworks spanning security, privacy, industry, geographic, and custom frameworks
375+ integrations that automate evidence collection for these frameworks
1,200+ automated, hourly tests to ensure real, continuous security—not just at audit time, but all the time
Pre-built policy templates, lightweight agent for security checks, background checks, cyber insurance, cookie consent management, auditor portal, user access reviews, security awareness training, risk assessments, vendor security reviews, managing vulnerabilities, and more
Tailored support for early-stage companies: Vanta offers internal, no-cost Customer Success and GRC (compliance) experts, robust technical support, detailed documentation, and a 24/7 chatbot for frequently asked questions.
(Optional) Purchase Vanta with auditors experienced in your framework and the Vanta platform, or choose from a range of MSP/consulting partners for additional services like penetration tests and virtual CISO support—some at no cost. We don’t force vendor lock-in.
Transparent pricing and promises: Vanta strives to do what it says on the tin: we believe in setting and meeting customer expectations. We offer flexible contracts, fair and transparent pricing, and publish our support metrics. We prefer to focus on helping customers succeed and let them explain why they chose us over others—check out our G2 reviews and customer case studies!

Proven market leader and well-funded: Vanta was founded in 2018 and has raised $350M with over 700 employees. We’ve guided over 10,000 customers through their first or multiple audit cycles for various frameworks. These customer learnings and our funding help drive a fast pace of product development to delight customers and ensure Vanta will be there for you in the future.

Interested in seeing why Upflow (YC W20), Tailor (YC S22), and hundreds of other YC companies trust Vanta to automate compliance so they can focus on scaling? Reach out to our team at [email protected] to get started!

AI Optimization Specialist, Support

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