Technical Writer
LaterFull Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
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.
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.
Automates SOC 2 compliance for businesses
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.