Support AI Analyst

About the role

This role focuses on optimizing customer and agent interactions through AI-powered support tools and automation. The analyst will take ownership of chatbots, agent copilots, and workflow automation solutions, ensuring they perform effectively. Success in this position means identifying repetitive support tasks and implementing AI-driven solutions to reduce manual effort and improve operational efficiency.

The analyst will monitor AI performance using key metrics, analyze customer interactions to pinpoint areas for improvement, and maintain AI knowledge bases for accuracy. This involves creating and refining prompts, workflows, and automation logic. Collaboration with support leadership is key to prioritizing AI initiatives based on business impact and customer needs.

The position also requires coordination with Product and Engineering teams for AI integrations, enhancements, and bug fixes. The analyst will develop documentation and training materials for AI-enabled support processes and serve as the main contact for AI-related support questions. This ensures smooth operation and continuous improvement of AI tools within the support ecosystem.

The salary for this position ranges from $60,000 to $100,000 USD annually.

Skills that matter here

• AI tools: This role involves owning and managing AI-powered support tools like chatbots and agent copilots.
• chatbots: The analyst will manage and optimize chatbots to improve customer and agent experiences.
• automation platforms: This position requires identifying and implementing automation solutions to reduce manual effort in support workflows.
• analytical skills: The role demands interpreting data to translate insights into actionable improvements for AI performance.
• problem-solving skills: The analyst will identify gaps in AI performance and develop solutions to address them.
• stakeholder management: This position requires partnering with support leadership and coordinating with other teams on AI initiatives.

Who this role suits

• Someone with 1-2 years of experience in customer support or operations within the financial services industry.
• A person who can interpret data and translate insights into practical improvements for AI systems.
• An individual who is adept at identifying problems and developing AI-driven solutions.
• A candidate who can effectively communicate and manage relationships with various internal teams.

From the employer

Your Role

The Support AI Analyst will serve as the primary owner of AI-powered support tools and automation initiatives. This role is responsible for optimizing the customer and agent experience through AI, identifying opportunities for automation, improving operational efficiency, and ensuring AI solutions deliver measurable business value.

Things You Get To Do:

• Own and manage Support AI tools, including chatbots, agent copilots, knowledge retrieval systems, and workflow automation solutions.
• Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting.
• Identify repetitive support workflows and develop AI-driven solutions to reduce manual effort and contact volume.
• Partner with Support leadership to prioritize AI initiatives based on business impact and customer needs.
• Create, test, and optimize prompts, workflows, and automation logic.
• Analyze customer interactions to identify gaps in AI performance and opportunities for improvement.
• Maintain AI knowledge sources, FAQs, and training data to ensure accurate responses.
• Coordinate with Product and Engineering teams on AI integrations, enhancements, and bug fixes.
• Develop documentation, training materials, and best practices for AI-enabled support processes.
• Act as the primary point of contact for AI-related support questions and escalations.

Who You Are (Must-Haves):

• 1-2 years of experience in customer support, support operations, or business operations, within the investment brokerage or financial services industry.
• Experience working with AI tools, chatbots, automation platforms, or prompt engineering.
• Ability to interpret data and translate insights into actionable improvements.
• Strong analytical and problem-solving skills.
• Strong communication and stakeholder management skills.
• Experience with support platforms such as Zendesk is a plus.
• Familiarity with APIs, workflows, and automation concepts is preferred.

How We Take Care of You:

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card

Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.