Support AI Analyst

Job Description

Job Description

Who We Are:

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.

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 10 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 $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.

Our Team Members:

We're a dynamic team of 400+ 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

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.

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