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Support AI Analyst

5 hours, 47 minutes ago
North America, Latin America
Full-time
Junior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Apply Now
Alpaca

Alpaca

Alpaca is a developer-first API for stock and crypto trading, offering easy-to-use APIs for building apps and trading algorithms.

Capital Markets
51-250
Founded 2015
$87M raised
View All Jobs 37

Description

  • 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.

Requirements

  • 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.

Benefits

  • Competitive salary with stock options.
  • Health benefits.
  • One-time USD $500 new hire home-office setup stipend.
  • USD $150 monthly stipend via a Brex Card.

Interested in this position?

Apply directly on the company website

Apply Now

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