Support AI Analyst

Alpaca · Posted 1w ago

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Eligibility

Americas

Type

Full-time

Posted

1w ago

Who We Are:

Alpaca is a US-headquartered self-clearing broker-dealer and brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision.

Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 9 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

Alpaca is proudly backed by top-tier global investors, including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Unbound, SBI Group, Derayah Financial, Elefund, and Y Combinator.

Our Team Members:

We're a dynamic team of 380+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!

We're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.

Your Role:

As a Support AI Analyst, you will own the adoption, optimization, and continuous improvement of AI-powered solutions within our Customer Support organization. Your mission is to enhance both the customer and support agent experience through AI, drive automation, and improve operational efficiency by leveraging data-driven insights and emerging AI technologies. You will own the day-to-day performance of AI support tools, identify automation opportunities, and help transform support operations through intelligent workflows.

Working closely with Customer Support, Product, Engineering, and Operations teams, you'll leverage AI technologies to improve customer experiences, increase agent productivity, and deliver measurable operational efficiencies. This role is ideal for someone who enjoys solving problems, experimenting with AI, and using data to drive continuous improvement.

Things You Get To Do:

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

Who You Are (Must-Haves):

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

Who You Might Be (Nice-to-Haves):

Experience implementing, optimizing, or managing AI-powered support tools or automation within a customer support environment
Experience with Zendesk or a similar customer support platform
Familiarity with APIs, system integrations, and workflow automation concepts
Basic understanding of Large Language Models (LLMs), prompt engineering, and AI-powered customer support solutions