# AI Optimization Specialist, Support
**Company:** [Vanta](https://hotfix.jobs/companies/vanta)
**Location:** Remote
**Salary:** $114K-$134K
**Skills:** Intercom, Intercom Copilot, Guru, Python, JavaScript, APIs, JSON, Chatbot Design, AI Automation, Conversation Optimization
**Posted:** 2026-06-26
> Build and optimize AI-powered chatbot and internal Copilot knowledge for customer support. Own workflows, content curation, performance tracking, and cross-functional alignment to improve resolution rates and customer experience.
## Job Description
## What you’ll do

**Leverage and Test AI-Driven Knowledge**
- Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content.
- Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed.
- Provide feedback loops and insights to inform content updates based on how users interact with AI systems.

**Enhance the Internal AI Copilot**
- Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently.
- Ensure the Copilot can answer internal process, policy, and ownership questions effectively.

**Optimize Support’s AI Chatbot Workflows**
- Own and refine chatbot workflows, guidance, and custom answers within Intercom.
- Use data and real-time behavior to continuously iterate and improve.

**Develop Deep Product and Customer Understanding**
- Use exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities.
- Build strong internal product expertise to anticipate customer needs and support gaps.

**Leverage Data for Continuous Improvement**
- Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements.
- Report actionable insights to stakeholders to drive buy-in and alignment.

**Design and Optimize Conversational Flows**
- Design personalized and effective conversational flows using Intercom’s AI capabilities.
- Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation.

**Drive Strategic AI Design and Impact**
- Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction.
- Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints.
- Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic.

**Align with Cross-Functional Roadmaps**
- Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows.
- Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios.

**Stay Close to Customer Challenges Through Support**
- Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language.

## How to be successful in this role

**Support Expertise**
- Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred).

**AI Experience**
- Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization.

**Content Creation & Curation**
- Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation).

**Problem-Solving & Iteration**
- Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly.

**Product & Process Knowledge**
- Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot).

**Cross-Functional Collaboration**
- Experience working with teams across Product, Engineering, and GTM to align AI and support strategies.

**Data-Driven Mindset**
- Ability to interpret AI performance data, identify trends, and make insights-driven decisions.

**Bonus Technical Skills**
- Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript).

**Additional Requirements**
- Open to using AI to amplify their skills and strengthen their work.
- Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

## Compensation & Benefits

- Industry-competitive salary and equity
- Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans
- 16 weeks paid Parental Leave for all new parents
- Health & wellness stipend
- Remote workspace, internet, and cellphone stipend
- Commuter benefits for team members who report to the SF and NYC office
- Family planning benefits
- Matching 401(k) contribution with immediate vesting
- Flexible PTO policy, plus 80 hours of Sick Time
- 11 company-paid holidays
**Apply:** https://hotfix.jobs/jobs/ai-optimization-specialist-support-at-vanta-7c0f95ef-34ba-4df7-8004-3e3532841870
**Canonical:** https://hotfix.jobs/jobs/ai-optimization-specialist-support-at-vanta-7c0f95ef-34ba-4df7-8004-3e3532841870