Support AI Analyst
Alpaca is a developer-first API brokerage platform that enables developers and businesses to build and launch their own investing apps. They offer access to US stocks, options, and cryptocurrencies, serving over 150 businesses in 30 countries and a community of 25,000 active developers.
About Alpaca
Alpaca is a modern brokerage platform that provides access to the financial markets through developer-friendly APIs. By using Alpaca API, businesses build investing applications and features for their services. Also, programmatic traders can develop algorithms to automate trading strategies. Alpaca offers global access to US stocks, options, and cryptocurrencies both in notional and fractional formats. More than 150 businesses from 30 different countries have launched their investing applications using Alpaca's infrastructure. The company is supported by a strong developer community of 25,000 monthly active developers. Alpaca has several entities with international regulatory approvals, including Alpaca Securities LLC, a registered US broker-dealer with FINRA and the SEC, and a member of SIPC. In 2024, Alpaca Securities transitioned to fully self-clearing. Alpaca Crypto LLC is a registered Money Services Business with FinCEN. Alpaca is headquartered in California, USA, and operates as a globally fully remote distributed company with 150 members in 25 countries.
Skills
About the Role
You will own and manage AI powered support tools including chatbots, agent copilots, knowledge retrieval systems, and workflow automation. You will monitor performance, adoption and effectiveness using defined KPIs and reporting. You will identify repetitive support workflows and develop AI driven solutions to reduce manual effort and contact volume. You will partner with Support leadership to prioritize AI initiatives based on business impact and customer needs. You will create, test, and optimize prompts, workflows and automation logic. You will analyze customer interactions to identify gaps in AI performance and opportunities for improvement. You will maintain AI knowledge sources, FAQs, and training data to ensure accurate responses. You will coordinate with Product and Engineering teams on AI integrations, enhancements, and bug fixes. You will develop documentation, training materials, and best practices for AI enabled support processes. You will 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
Responsibilities
- Own and manage AI tools including chatbots, agent copilots, knowledge retrieval systems, and workflow automation
- 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
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
- Equal opportunity workplace