[Hiring] Support AI Analyst @Alpaca

Role Description

The Support AI Analyst will serve as the primary owner of AI-powered support tools and automation initiatives. This role is responsible for optimizing the customer and agent experience through AI, identifying opportunities for automation, improving operational efficiency, and ensuring AI solutions deliver measurable business value.

The ideal candidate combines support operations knowledge, analytical thinking, and a strong interest in AI technologies. They will work closely with Product, Engineering, and Operations teams to implement, maintain, and continuously improve AI-driven workflows.

• 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.

Qualifications

• 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 & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card

Company Description

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, totaling 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.

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.