AI Optimization Specialist, Support
New
V
VantaTrust Management Platform
Remote U.S.Full-TimeMiddle
Salary$114K - $134K
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Job Details
- Required Skills
- PythonData AnalysisRESTful APIsJSONCustomer support
Requirements
- Proven experience in technical troubleshooting and handling customer inquiries.
- Exposure to AI-powered support tools and an interest in chatbot design, automation, and conversation optimization.
- Strong writing and organizational skills for structuring internal knowledge documentation.
- Demonstrated ability to identify gaps, anticipate edge cases, and iterate on workflows.
- Familiarity with internal tools and systems like Ask Ilma and Intercom Copilot.
- Experience working with cross-functional teams including Product, Engineering, and GTM.
- Strong data-driven mindset to interpret performance trends and make insights-driven decisions.
- Familiarity with APIs, JSON, or scripting languages like Python or JavaScript is a plus.
- Demonstrated curiosity and judgment in using AI to improve efficiency and impact.
Responsibilities
- Collaborate with Customer Education to ensure AI tools accurately draw from effective content.
- Identify performance gaps, broken experiences, and edge cases requiring structural improvements.
- Build and maintain internal knowledge resources like Guru cards and snippets for support team use.
- Refine chatbot workflows, guidance, and custom answers within Intercom.
- Analyze chatbot and Copilot performance data to prioritize friction points for improvement.
- Design personalized and effective conversational flows using Intercom AI capabilities.
- Partner with Product, Engineering, and Design teams to prepare for upcoming launches and workflows.
- Handle a small volume of support tickets to stay grounded in real customer challenges.
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