Vanta

AI Optimization Specialist, Support

United States

$107,000 – $126,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Biotechnology, Customer SupportIndustries

Requirements

The ideal candidate will possess a strong understanding of AI-driven knowledge systems and conversational AI design principles. Experience with customer support platforms like Intercom and knowledge management tools such as Guru is preferred. A background in technical support, customer education, or product management, with a focus on improving customer experience and operational efficiency through AI, is highly beneficial. Familiarity with analyzing performance data and translating insights into actionable improvements is also key.

Responsibilities

The AI Optimization Specialist will be responsible for building and maintaining the AI-powered knowledge base for customer-facing chatbots and internal AI Copilots. This includes leveraging and testing AI-driven content, identifying performance gaps, and providing feedback for content updates. The role involves enhancing the internal AI Copilot by building and maintaining knowledge resources, optimizing chatbot workflows within Intercom, and using data to continuously iterate and improve AI performance. The specialist will also analyze chatbot and Copilot data, design conversational flows, drive strategic AI design to increase resolution rates and customer satisfaction, and collaborate with Product, Engineering, and Design teams to align AI readiness with product roadmaps. Additionally, the role requires staying close to customer challenges by handling a small volume of support tickets.

Skills

AI
Optimization
Support
Knowledge Management
Chatbot Development
AI Copilot
Customer Support
Content Strategy
Performance Analysis
User Experience

Vanta

Automates SOC 2 compliance for businesses

About Vanta

Vanta simplifies the process of obtaining and maintaining SOC 2 certification, which is essential for organizations that manage sensitive customer data. The company offers a software-as-a-service (SaaS) platform that automates numerous checks to ensure that security controls are effective and compliant with industry standards. This automation helps small to medium-sized enterprises (SMEs) and tech companies monitor risks and vulnerabilities continuously, significantly reducing the time and cost associated with achieving SOC 2 compliance. Vanta's subscription-based model provides clients with a more efficient and cost-effective way to maintain compliance compared to traditional methods. The goal of Vanta is to transform the compliance process, allowing organizations to focus on their core operations while enhancing their security posture.

San Francisco, CaliforniaHeadquarters
2018Year Founded
$343.4MTotal Funding
SERIES_CCompany Stage
Enterprise Software, CybersecurityIndustries
501-1,000Employees

Benefits

100% Benefits Coverage
Flexible & Remote Work
Paid Parental Leave
Unlimited PTO
Health & Wellness
401(k)

Risks

Emerging competitors like ComplyCube could challenge Vanta's market position.
Healthcare data breaches may increase demand for more robust security measures.
Reliance on partnerships like HITRUST poses risks if standards evolve significantly.

Differentiation

Vanta automates up to 90% of audit preparation, reducing compliance costs significantly.
The platform offers real-time insights, enhancing trust and streamlining security reviews.
Vanta's HITRUST e1 solution automates 80% of requirements, ensuring continuous compliance.

Upsides

Vanta secured $150M in Series C funding, boosting its growth potential.
Partnership with HITRUST enhances Vanta's credibility in the healthcare sector.
Rising demand for automated compliance solutions supports Vanta's market expansion.

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