AI Agent Operations Specialist, Support

New

VantaSecurity compliance

Remote U.S.Full-TimeMiddle

Salary$129K - $152K; $129K – $152K • Offers Equity

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Job Details

Have 3+ years of technical support experience at a B2B SaaS company.
Have experience troubleshooting complex customer issues.
Bring hands-on experience using or administering AI-powered support tools.
Write clear, well-organized knowledge from messy processes for people and AI.
Interpret performance data, identify trends, and use them to prioritize improvements.
Use systems thinking to identify and address the causes of incorrect answers.
Exercise customer judgment to recognize when an answer creates a poor experience or a customer needs a person.
Experience as a TSS or Sr. TSS is preferred.
Intercom and Fin administration experience, including guidance, snippets, Procedures, or AI Insights, is a plus.
Knowledge management, content design, conversational-interface writing, support tool rollouts or migrations, and exposure to security, compliance, or GRC are nice to have.
Show curiosity, willingness to learn, and sound judgment in using AI responsibly.

Review Fin conversations weekly to identify incorrect answers, self-service gaps, and avoidable escalations.
Make and measure changes to Fin’s guidance, content, and workflows.
Prioritize improvements based on customer impact, volume, and risk.
Set and document Fin’s guardrails, including when it should not answer, ask clarifying questions, or escalate.
Own Fin’s knowledge sources, assign topic owners and review cadences, and retire outdated or conflicting content.
Turn support-engineer answers into reusable knowledge and partner with Customer Education on AI-ready help-center content.
Improve Fin’s tone, routing, handoffs, and escalation context; investigate low CSAT ratings and dead ends.
Handle a small volume of support tickets to stay close to customer problems.
Partner with Product, Engineering, and Customer Education to prepare Fin for launches, monitor performance, and close gaps.
Evaluate new Fin capabilities and recommend which to adopt.

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