Note: The job is a remote job and is open to candidates in USA. Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for various financial services. As a Support AI Analyst, you will enhance customer and support agent experiences through AI, drive automation, and improve operational efficiency by leveraging data-driven insights and emerging AI technologies.
Responsibilities
- Own and optimize AI-powered support solutions, including chatbots, AI agents, agent copilots, knowledge retrieval systems, and workflow automations
- Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting
- Identify repetitive support processes and design AI-driven automations that reduce manual effort, improve scalability, and enhance the customer and agent experience
- Partner with Customer Support leadership to prioritize AI initiatives based on customer needs, operational impact, and business value
- Design, test, and optimize AI prompts, conversation flows, and automation logic to improve response quality and operational efficiency
- Analyze customer conversations and support interactions to identify AI performance gaps, uncover trends, and recommend improvements
- Maintain and continuously improve AI knowledge sources, FAQs, and training content to ensure accurate, consistent, and reliable AI responses
- Collaborate with Product and Engineering teams to implement AI integrations, deliver enhancements, and resolve issues impacting AI performance
- Develop dashboards and reports to measure AI performance, adoption, operational impact, and return on investment (ROI), providing actionable insights to Support leadership
- Develop documentation, playbooks, training materials, and best practices to enable effective adoption of AI-powered support workflows
- Serve as the subject matter expert for AI-powered support solutions, providing guidance, troubleshooting, and recommendations to internal stakeholders
- Stay informed on emerging AI technologies and identify opportunities to introduce new capabilities that improve support operations
Skills
- 1-3 years of experience in customer support, support operations, or business operations, within the investment brokerage or financial services industry
- Hands-on experience working with AI tools such as chatbots, AI assistants, workflow automation platforms, or prompt engineering
- Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable improvements
- Excellent problem-solving skills and a continuous improvement mindset
- Strong written and verbal communication skills with the ability to collaborate across technical and non-technical teams
- Highly organized with the ability to manage multiple initiatives in a fast-paced environment
Benefits
- 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
Company Overview
Company H1B Sponsorship