Compliance and Security Lead

About Us

The company is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.

The company is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With the company, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.

Established in 2016, the company is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com , saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, the company is a pioneer in the management and application of AI in customer service.

At the company, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, the company could be the place for you.

Learn more at  [link for members] .

Security at the company

The company's AI Agent resolves customer service conversations for enterprises — which means our customers trust us with their customers' data and their brand. Security and compliance are how we earn and keep that trust. The Security team partners across engineering, legal, and go-to-market to make sure the company's controls are real, evidenced, and easy for customers to verify.

Our Role

As Compliance & Security Lead, you own the company's security compliance program end to end: audits, customer trust, vendor risk, vulnerability management, and the control framework that ties it all together. Our audit season runs August through November — your mandate is to automate evidence collection and process to the point where the team is audit-ready year-round, not scrambling seasonally. You are the internal source of truth on compliance status and the external face of the company's security posture: you will own security conversations with enterprise prospects and customers. As agentic AI regulation takes shape (starting with AIUC), you translate framework movement into concrete requirements for the platform team.

About You

• Deep audit experience across SOC 1, SOC 2, PCI DSS, NIST frameworks, AICPA standards, and PII/privacy requirements. You have run audits end to end: evidence collection, control mapping, and auditor coordination.

• Experience working directly with major audit firms such as Deloitte or EY; you know what a gold-standard audit engagement looks like from the inside.

• You have inherited manual compliance programs and driven them toward automation tooling, process, and repeatability (Drata or similar compliance automation platforms).

• Vulnerability management at scale: you have taken a large vulnerability backlog (thousands of findings) and driven it down through prioritization, ownership, and process.

• Customer-facing confidence: you own the room in security posture conversations with enterprise prospects, and you are equally comfortable saying "let me get back to you" and then actually getting back to them.

• An engineering background is preferred but not required; you must understand modern infrastructure,  Kubernetes, Terraform, CI/CD! well enough to hold your own with engineers and auditors alike.

• Experienced owner of RFP security sections, customer security questionnaires, and trust centers (SafeBase or similar).

• Strong writer: policies, control documentation, and data handling standards that people actually follow.

• Proactive owner who builds programs that outlast you: process, documentation, and tooling over heroics.

• You track regulatory and framework movement interest in agentic AI governance (AIUC and emerging frameworks) is a strong plus.

Outcomes

• Own the company's security audits end to end: the upcoming AIUC audit, PCI, and SOC 2. Evidence collection, control mapping, and auditor coordination, run through Drata.

• Automate evidence collection and control monitoring so that audit season (August–November) no longer requires heroics the team is audit-ready year-round.

• Own the security and compliance sections of customer RFPs and security questionnaires. Maintain the SafeBase trust center so deals stop stalling on security review.

• Own vulnerability management as a program: drive the backlog down with clear prioritization, ownership, and SLAs for critical findings.

• Run vendor security and privacy reviews as a standing process with clear SLAs, not one-off scrambles.

• Maintain the control framework and its documentation: policies, data handling, retention, and the evidence that controls actually operate.

• Be the point of contact for customer security, privacy, and legal teams, and the internal source of truth on compliance status.

• Track regulatory and framework movement relevant to agentic AI, starting with AIUC, and translate it into concrete internal requirements for the platform team.

• Take ownership of the compliance work currently spread across the team, and make it sustainable.

• First 90 days: take full ownership of the AIUC audit, produce a current-state gap assessment against our target frameworks, and turn the RFP security response into a repeatable process.

#LI-NS1

Benefits & Perks

At the company, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.

• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.

• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.

• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.

• Remote-First, In-Person Friendly: Options to work from home or at our local hub.

• Learning & Development Budget: Invest in your long-term growth goals and skills.

• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.

• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.

• Hands-On with LLMs: Enhance your expertise in leveraging large language models.

• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.

The above Benefits and Perks only apply to full-time, permanent employees.

As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.

Thank you for your interest in joining us at the company. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.