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.Our Support mission is simple and bold: “We make complex solutions seem simple, and are leaders in customer education.” We focus on deep troubleshooting, clear customer guidance, and delivering exceptional experiences across a rapidly growing product surface. Our North Star is excellence in Vanta’s Customer Experience. This role strengthens that goal by building a capable, empowered team, improving operational systems, and influencing product quality and cross‑functional outcomes.As a Manager, Support, you will pair strategic ownership, strong decision‑making, data fluency, and thoughtful AI integration to empower your team in solving Vanta’s most complex customer challenges.What you’ll do as a Manager, Support at VantaLead a high‑performing Support teamHire, manage and develop Support Professionals, building a culture of accountability, curiosity, customer value, and resilienceDrive strong performance across productivity, quality, CSAT, and operational KPIsHire talent with strong technical and documentation skills who raise the barProvide clear, actionable feedback and coach effectively to help individuals growEncourage a customer‑education mindset by helping the team turn troubleshooting into learning moments for customersIdentify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaborationWork a small number of tickets to stay connected to customer challenges, product behaviour, and team workflowsBuild operational excellence and predictable deliveryEstablish scalable rhythms for capacity planning, queue health, and performance reviewsUse clear expectations, measurable goals, and coaching frameworks to support high performance and address gaps effectivelyOperate comfortably at multiple altitudes, moving between strategic planning and hands‑on operational detail fluidlyIdentify risks early and develop pragmatic mitigation plansPartner with Support Operations to streamline workflows and reduce frictionEnsure timely, expert handling of complex, urgent, and high‑value customer issuesInfluence and motivate cross‑functional partners to achieve shared goals across Product, Engineering, Compliance, and Customer teamsRun consistent 1:1s that provide clarity, coaching, and growth opportunities while reinforcing team accountabilityAccelerate our AI‑first support modelCollaborate with the AI Optimisation Specialist and Support Systems Engineer to enhance AI routing, containment, and accuracyGuide your team in adopting and mastering AI‑assisted workflowsMaintain and elevate the quality of troubleshooting guides, knowledge assets, and AI‑ready contentIdentify opportunities for automation and continuous improvementStrengthen Premium Support experiencesOversee Premium and urgent ticket flows to ensure consistent, high‑touch serviceIdentify patterns that reduce friction for high‑value customersPartner cross‑functionally to enhance Premium Support processes and offeringsHandle escalations with empathy, clarity, and composure, guiding customers through high‑impact issues and restoring confidenceInfluence product quality and customer experienceBuild strong relationships with Engineering, Product, Compliance, and Customer EducationSurface data‑driven insights that support product improvements and reduce repeated issuesRepresent Support in product readiness, bug triage, and roadmap conversationsHow to be successful in this role5+ years of Support leadership experience, ideally in fast‑growing SaaS or technical complex environmentsBe located in Dublin, IrelandProven success leading teams through complex troubleshooting and escalationsExperience managing hybrid or distributed teamsExperience implementing AI or leading teams in an AI‑enabled support model (AI workflows, routing, automation, quality improvement)Background working in fast‑growing or rapidly scaling companies, where systems, processes, and expectations evolve quicklyTrack record of building processes and driving outcomes, not just managing tasksStrong track record partnering cross‑functionally to improve product and customer outcomesExperience supporting Premium and Enterprise customersPrior hands‑on support experienceSkills & attributesAbility to move easily between strategic thinking and tactical executionStrong analytical judgment; able to interpret data and translate it into actionClear, structured communication across audiencesHigh resilience and calm problem‑solving under pressureStrong decision‑making in ambiguous or fast‑changing contextsComfortable modernising workflows and integrating AI into daily operationsA passion for making complex concepts feel simple and enabling customers through educationEffective working up, across, and down within an organisationRotational on‑call responsibilities and weekend & holidays support needed at timesNice to haveFamiliarity with KCS and Intelligent SwarmingKCS v6 certificationGRC experienceWhat you can expect as a VantanIndustry‑competitive salary and equity100% covered medical, dental, and vision benefits with dependents coverage16 weeks paid parental leave for all new parents (birthing, non‑birthing, and adoptive)Health & wellness stipendRemote workspace, internet and mobile phone stipendCommuter benefits, including bike to work scheme and tax commuter ticket schemePension matching11 company paid holidays plus 25 days of PTO per yearVirtual team building activities, lunch and learns, and other company‑wide eventsAt 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 VantaWe 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.Referrals increase your chances of interviewing at Vanta by 2x.Seniority levelMid‑Senior levelEmployment typeFull‑timeJob functionInformation TechnologyIndustriesSoftware DevelopmentWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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