About the role
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 Manager, Support at Vanta, you will lead our APJ Support team responsible for resolving complex technical issues, elevating Premium Support experiences, and shaping how Support scales in an AI-powered, Human-led model. You’ll report to the Global Director of Support and serve as the regional voice within our global Support organization.
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 Vanta:
Lead a high-performing Support team
Manage, coach, and develop Support Professionals
Build a collaborative team culture rooted in accountability, curiosity, customer value, and resilience
Drive strong performance across productivity, quality, CSAT, and operational KPIs
Hire talent with strong technical and documentation skills who raise the bar
Provide clear, actionable feedback and coach effectively to help individuals grow
Encourage a customer-education mindset by helping the team turn troubleshooting into learning moments for customers
Identify knowledge or skill gaps within the team and partner with Enablement, Knowledge Management, or SMEs to build training that strengthens technical depth and AI collaboration.
Work a small number of tickets to stay connected to customer challenges, product behavior, and team workflows.
Build operational excellence and predictable delivery
Establish scalable rhythms for capacity planning, queue health, and performance reviews
Use clear expectations, measurable goals, and coaching frameworks to support high performance and address gaps effectively.
Operate comfortably at multiple altitudes, moving between strategic planning and hands-on operational detail fluidly
Identify risks early and develop pragmatic mitigation plans
Partner with Support Operations to streamline workflows and reduce friction
Ensure timely, expert handling of complex, urgent, and high-value customer issues
Influence and motivate cross-functional partners to achieve shared goals across Product, Engineering, Compliance, and Customer teams.
Run consistent 1:1s that provide clarity, coaching, and growth opportunities while reinforcing team accountability.
Accelerate our AI-first Support model
Collaborate with the AI Optimization Specialist and Support Systems Engineer to enhance AI routing, containment, and accuracy
Guide your team in adopting and mastering AI-assisted workflows
Maintain and elevate the quality of troubleshooting guides, knowledge assets, and AI-ready content
Identify opportunities for automation and continuous improvement
Strengthen Premium Support experiences
02 Aplyr's read
Vanta specializes in compliance automation, attracting professionals focused on security, AI, and global market expansion.
What's promising
- •Vanta offers a robust platform for automating compliance, easing the certification process for companies.
- •The company is expanding globally, with roles in APAC, EMEA, and North America.
- •Vanta invests in AI transformation, indicating a forward-thinking approach to technology.
What to watch
- •The compliance market is competitive, with many players offering similar solutions.
- •Rapid global expansion could strain resources and affect service quality.
- •Limited public information about company culture and employee satisfaction.
Why Vanta
- •Vanta focuses on continuous monitoring, setting it apart in the compliance automation space.
- •The platform supports achieving and maintaining major certifications like SOC 2 and ISO 27001.
- •Vanta's recent hires indicate a strong emphasis on AI and global market strategy.
Aplyr’s read is generated by AI from public sources. Was it useful?
03 About Vanta
Vanta is a compliance automation platform that helps companies streamline their security and compliance processes. By providing tools for continuous monitoring and reporting, Vanta enables businesses to achieve and maintain certifications like SOC 2 and ISO 27001, ultimately enhancing trust with customers and partners.
04 Similar roles
