Support AI Analyst

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Alpaca

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔌 API

💳 Fintech

₿ Crypto

API • Fintech • Crypto

Alpaca is a fintech company that provides a comprehensive brokerage and trading platform through a suite of APIs. These APIs enable developers and businesses to integrate algorithmic trading, app development, and embedded investing into their services. Alpaca offers services like trading in US stocks, ETFs, and cryptocurrency with options for local currency transactions. The company is recognized for its cyber security practices and is a member of FINRA and SIPC. Alpaca is ideal for fintech startups, broker-dealers, hedge funds, and other financial services looking to build sophisticated trading applications and platforms with minimal friction through their well-documented Broker API.

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