Technical Operations Strategist

At Vanta, our mission is to secure the internet and protect consumer data. 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 our Support Operations Strategist, you will own both day-to-day Support Operations as well as longer term projects, and always with mind on how to create processes that scale at a fast growing company. You will own all support tooling, AI bots, and be a liaison for other teams who wish to cross functionally engage with the Support team as well as the go-to expert when it comes to Support data. This role is a blend of both operations/administration as well as some data analysis/dashboard and report creation.

Our Team’s mission is to “Consistently deliver comprehensive technical, product, and compliance solutions to our customers throughout their security journey while prioritizing and enhancing customer education”

You must possess great communication skills, have a desire to analyze data to tell the Support team’s story, as well as identify areas for improvement. The Support team is your customer, and it will be your responsibility to reduce frictions as possible. You will be tasked with finding ways for the team to be more productive through workflows and processes, finding time savers for the team to work more effectively, and exploring tooling options that can better enable the team as well as our customers to easily access information - thus better enabling the Support team to shine. Our ideal candidate would be someone who enjoys problem solving, is a pragmatic systems thinker, and also leads with kindness and curiosity. Someone who is proactive and a self-starter with a desire to lead is a must.

What you’ll do as a Technical Operations Strategist at Vanta (included but not limited to):

Defining and streamlining processes and workflows for the Support teamEvaluating all of the support data that’s available to help assess the Support organization’s performance, preparing performance reports by collecting and analyzing data from the customer service functions.Build and maintain Support Dashboards.Partner with Support Leadership to drive Monthly Business Reviews (MBRs) Updates.Assisting in supporting customer service teams through changes as Vanta grows.Working closely with senior management and leadership to help customer service deliver on their components of overall company goals and objectives.Owning and Administration of Support Tooling, including AI bots, from day to day challenges, to thinking ahead for how to best scale systems for growth.Liaison between Support, Product and Engineering teams, maintaining a best practices guide for how to use support data, and providing support related metrics and reporting.Liaison between Support and the Data & Analytics team, requesting necessary data for various initiatives.Support POC for 3rd party/tool vendors.

How to be successful in this role

Minimum 3 years experience working in Support Ops functionProficiency with Zendesk AdministrationExperience building and maintaining dashboards and reports using a data visualization toolExperience analyzing and reporting on Support dataExperience implementing and leveraging AI tools to increase efficiency and scalability

What you can expect as a Vantan

Industry-Competitive Salary and Equity100% covered Medical, Dental, and Vision Benefits with Dependents Coverage16 Weeks Fully Paid Parental Leave for All New Parents (Moms, Dads, Adoptive, Foster)Health & Wellness StipendRemote Workspace Stipend401(k) Matching PlanFlexible Work Hours and LocationOpen & Encouraged PTO Policy9 Company Paid HolidaysFree Memberships to Online Wellness Platforms (One Medical, Headspace, and more!) Virtual Team Building Activities, Lunch and Learns, and other Company-Wide EventsOffices in SF and NYC with Hubs of Vantans forming across the US, including but not limited to, Seattle, Austin, Indianapolis, LA, Boston, and more!

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, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below. The base pay range for this position is $98,000 - $115,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other company perk programs.

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.