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At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As a AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale. This is a unique opportunity to shape the future of AI in support operations. You’ll own the strategy, design, optimization, and performance tracking of our chatbot and internal Copilot, ensuring both are trusted, high-performing tools. Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics https://www.vanta.com/technical-support-metrics are available publicly. What you’ll do as a AI Optimization Specialist, Support at Vanta: 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 your 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). This is core to understanding both customer needs and how to structure effective support content and flows. - 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) that feeds both chatbot and Copilot accuracy. - Problem-Solving & Iteration: Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly. This includes thinking systematically about how to improve workflows and scale support through automation. - Product & Process Knowledge: Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interact. This ensures high-quality, relevant AI responses. - Cross-Functional Collaboration: Experience working with teams across Product, Engineering, and GTM to align AI and support strategies. Ability to advocate effectively for support needs in broader company discussions. - Data-Driven Mindset: Ability to interpret AI performance data, identify trends, and make insights-driven decisions to optimize chatbot and Copilot performance. - Bonus Technical Skills: Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to work more deeply with AI workflows and configurations. Not required, but helpful for advanced use cases or future evolution of the role. - Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact. - Must be authorized to work in the U.S. without the need for current or future employer sponsorship. What you can expect as a Vanta’n: - 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 - Virtual team building activities, lunch and learns, and other company-wide events! - Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials. #LI-remote At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent. Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf.

Listed by Vanta for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

75 days ago

AI Optimization Specialist, Support

Vanta · USA

Pay

$129k–152k

Setting

Remote

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Listed by Vanta for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

76 days ago

Sr. Technical Support Representative, National Security Mission Success

Skydio · United States

Pay

$75k–100k

Setting

Remote

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Sr. Technical Support Representative, National Security Mission Success Location US Remote Employment Type Full time Location Type Remote Department Operations Overview Application Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders, soldiers in battlefield scenarios, and beyond. Skydio is the leading U.S. drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors to first responders, soldiers in battlefield scenarios, and beyond. About the team: The National Security Mission Success team is a growing international team that provides the broader organization and our customers with technical support, enablement, and mission-readiness services to ensure International Defense and Government customers get the most value out of their Skydio UAS solutions. This role will work closely with National Security Mission Success, Customer Support, Program Management, Product, Engineering, and other cross-functional teams to deliver best-in-class technical support for defense and government customers operating Skydio drones, controllers, cloud products, and related UAS workflows. The team is highly focused on customer enablement, operational readiness, fleet utilization, and continuous improvement through strong technical troubleshooting and Voice of Customer feedback. About the role: We’re looking for a highly motivated technical product support professional with UAS experience who is passionate about helping International Defense and Government customers get the most out of their Skydio autonomous UAS investments. You’ll use your proven customer support, technical troubleshooting, and communication skills to assist Skydio pilots, operators, maintainers, and program stakeholders in understanding product features, resolving software, hardware, controller, and cloud issues, and applying best practices for safe and effective UAS operations. When customers need help, you will be responsible and empowered to drive timely resolution using knowledge guides, diagnostic tools, flight data, internal resources, and cross-functional expertise. You will act as a trusted technical support partner and frontline Voice of Customer, capturing actionable data and insights that inform product, process, and service improvements across Skydio. This role is CONUS-based, with priority for candidates located on the West Coast. The role may require travel to regional customer sites up to 10% of the time. How you’ll make an impact: Deliver premier technical support to International Defense and Government customers to drive mission success, customer satisfaction, and confidence in Skydio solutions. Develop deep expertise in Skydio drone, controller, cloud, and support products, and proactively seek clarity on areas of ambiguity that may negatively impact customer operations. Support Skydio pilots, operators, and program stakeholders by troubleshooting technical issues across UAS hardware, software, cloud services, connectivity, diagnostics, and operational workflows. Use clear, professional, and empathetic written and verbal communication to quickly resolve issues that limit UAS fleet utilization and mission readiness. Serve as a frontline Voice of Customer to Program Management, Product, Engineering, Customer Support, and Mission Success teams to enable continuous product and service improvement based on customer needs. Collaborate effectively with cross-functional experts to resolve complex technical issues thoroughly and ensure customers receive accurate, actionable guidance. Over time, become a Subject Matter Expert in one or more aspects of the Skydio UAS platform and share your knowledge freely with team members to build a high-trust, high-performance support culture. Engage in pre-release product dogfooding and provide feedback that helps Skydio deliver the highest quality product experience possible for defense and government users. Proactively participate in building and improving support processes, escalation paths, documentation, and troubleshooting workflows that enhance the customer experience. Own your work, maintain strong case hygiene, and contribute to operational excellence, low-effort support experiences, and high-quality customer outcomes. Requirements: Experience with drones, UAVs, or UAS platforms. Previous customer support experience in defense, government, public safety, utilities, transportation, infrastructure, or similarly complex operational environments. Experience supporting technical products for professional, enterprise, government, or mission-critical users. Strong technical troubleshooting and problem-solving skills, with familiarity in triage, escalation, and case management workflows. Ability to travel to regional customer sites up to 10% of the time. What makes you a good fit: 5-7 years of technical support experience, preferably supporting hardware, software, cloud, IoT, robotics, aviation, UAS, or other complex technical products. Experience working with Defense, Government, Federal, Public Safety, or other mission-oriented customers is strongly preferred. Adept at diagnosing technical issues across hardware, software, cloud services, connectivity, and customer operating environments. Assertive self-starter with impeccable verbal and written communication skills, strong attention to detail, and the ability to manage time effectively across competing priorities. Comfortable collaborating with team members, cross-functional partners, and technical experts to resolve complex issues while actively sharing knowledge and expertise. Inquisitive troubleshooter with a passion for drone, cloud, and IoT technology, along with a strong desire to learn new skills and grow with Skydio. Experience with multi-channel customer communication, including phone, chat, and email support. CRM technology experience, with Zendesk or Salesforce Service Cloud preferred. Experience operating within a customer success, retention, renewal, mission success, or customer enablement organization is a plus. A strong desire for feedback and continuous improvement to learn, grow, and perform duties more efficiently. Unwavering professionalism, sound judgment, and the ability to support customers operating in complex and high-priority environments. At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $75,000 - $100,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria. *Compensation for certain positions may vary based on the position’s location. #LI-AY1 At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws. For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/ Apply for this Job Powered by Privacy PolicySecurityVulnerability Disclosure

Listed by Skydio for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

76 days ago

Customer Success Manager, Enterprise - Central or East Regions

Vanta · USA

Pay

$179k–210k

Setting

Remote

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At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. As Vanta’s Customer Success Manager, Enterprise (Central/East Regions), you will play a pivotal role in guiding our largest customers through their security and compliance journeys with Vanta's specialized solutions. By combining their customer-centric approach with expertise in Vanta's products and security best practices, they contribute to the overall success and satisfaction of Vanta's customers in achieving robust security and compliance outcomes. Vanta’s success over the last year was exponential and we are now working to solve the problem of how to provide world-class customer experience to as many security-minded software companies as possible. As Vanta’s Enterprise Customer Success Manager, you will be the voice of Vanta, responsible for helping keep our customers moving toward their goals and ultimately successful and happy. What you’ll do as a Customer Success Manager, Enterprise at Vanta: - Lead all post sales activities for Vanta's enterprise customers by guiding them through onboarding, implementation, product adoption, value-driven renewals and identifying upsells. - Partner with Account Managers to drive renewal and expansion opportunities within your book of business - Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC 2, ISO 27001, GDPR, HIPAA, USDP and Custom Frameworks), Trust Reports, and Risk Management solution. - Guide implementation, configuration, and optimization of Vanta Trust Management Platform - Managing 40 Enterprise customers ($3M ARR in BoB) - Provide professional advice on security best practices and compliance standards - Collaborate with the customer to optimize security program and Identify areas of improvement - Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors that may lead to renewals, expansion, and advocacy. - Work cross-functionally to resolve customer business issues and work toward mutual goals. How to be successful in this role: - You reside within the Central or East regions within the United States. - 8+ years of experience as a Customer Success Manager for a SaaS company managing a book of business of Enterprise customers - Experience handling onboarding, implementation, adoption, identifying opportunities for expansion - Self-starter, able to work with little or no supervision - Possess clear and thoughtful communication skills, with strong critical thinking ability. - Be highly empathetic to customers, with a proven track record of long-term customer retention. - Experience with hitting retention targets and creating happy, healthy customers - Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers. - Have stellar problem-solving chops, and an enthusiasm for making a large impact early on at a start-up. - Extensive experience with high-end exposure to C-level executives, and the ability to build strong trusted relationships - Providing top-notch account management and relationship building through various means; Quarterly Business Reviews, Health Check Ins, and Executive summaries etc - Ability to be nimble and agile in an environment where shifting priorities should be expected - Must be authorized to work in the U.S. without the need for current or future employer sponsorship - Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact. What you can expect as a Vanta’n: - 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 - Virtual team building activities, lunch and learns, and other company-wide events! - Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials. #LI-remote At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply. About Vanta We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged. Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that's real-time and transparent. Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf.

Listed by Vanta for a position based in the United States. Employers on this board attest they are hiring domestically.

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