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AI Agent Operations Specialist, Support

vantaRemote U.S.Revenue
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Salary
$129K – $152K
Job type
Full-time
Work mode
Remote
Experience
Senior · 3+ yrs
Posted
7 Oct 2026
Status
Open · checked 7d ago

About this role

Vanta is hiring an AI Agent Operations Specialist for a remote position in the U.S. to manage and optimize its customer-facing AI support agent. This role suits a technical support professional with a strong background in AI tools who enjoys treating automated systems like a product.

Role Overview

The AI Agent Operations Specialist at Vanta oversees Ask-Ilma, the primary customer-facing AI agent built on Fin by Intercom. This hands-on position requires monitoring performance, updating knowledge bases, and managing customer experience and launch readiness. The professional in this role ensures that customers receive fast and accurate answers while maintaining smooth handoffs to human support engineers.

Key Responsibilities

Review Fin conversations weekly to identify incorrect answers, self-service gaps, and avoidable escalations.
Make direct updates in Fin regarding guidance, content, and workflows while maintaining a ranked list of improvements.
Own the knowledge sources that Fin draws from, including snippets, internal content, and help center articles, while retiring outdated information.
Shape the tone of the AI agent, manage routing and handoffs, and analyze low CSAT ratings to resolve root causes.
Partner with product, engineering, and customer education teams to ensure Fin is prepared for new feature launches.

Requirements

Three or more years of experience 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 an admin.
Strong ability to convert messy processes into structured, clear knowledge for both people and AI.
Comfort with pulling and interpreting performance data to make data-driven decisions.
Strong systems thinking and customer judgment to identify root causes of bad answers.
Authorization to work in the U.S. without the need for current or future employer sponsorship.

Nice to Have

Experience administering Intercom and Fin.
Background in knowledge management, content design, or writing for conversational interfaces.
Experience leading a support tool rollout or migration.
Exposure to security, compliance, or GRC concepts.

Skills and Tools

Fin by Intercom
Intercom
AI-powered support tools
Conversational interfaces
Knowledge management systems

Salary and Benefits

Base salary ranging from $129,000 to $152,000 per year.
Offers equity and matching 401(k) contributions with immediate vesting.
Comprehensive medical, dental, and vision coverage with 100% of employee-only benefit premiums covered for most medical plans.
16 weeks of paid parental leave for all new parents.
Health and wellness stipend, remote workspace stipend, internet and cellphone stipend, family planning benefits, and commuter benefits for specific offices.
Flexible PTO policy, 80 hours of sick time, and 11 company-paid holidays.

About the Company

Vanta was founded in 2018 following high-profile data breaches to help businesses earn and prove trust. The company automates security monitoring for compliance standards such as SOC 2, HIPAA, and ISO 27001, empowering organizations to practice better security.

How to Apply

Interested candidates should apply on the official Vanta careers page.

Skills and tech stack

Fin by IntercomIntercom

Questions candidates ask

What is the salary range for the AI Agent Operations Specialist role?

The base salary ranges from $129,000 to $152,000, and the position also offers equity.

Is this position remote?

Yes, this role is remote within the U.S.

What level of experience is required for this role?

Candidates need 3+ years of experience in technical support at a B2B SaaS company, with TSS or Sr. TSS experience preferred.

Does Vanta provide visa sponsorship for this position?

No, applicants must be authorized to work in the U.S. without the need for current or future employer sponsorship.

What benefits are included with the position?

Benefits include medical, dental, and vision coverage, 16 weeks of paid parental leave, a matching 401(k) plan, health and wellness stipends, remote workspace and internet stipends, flexible PTO, and 80 hours of sick time.

Ready to apply?

The application is on the official vanta careers page.

Apply on company site