Alpaca
Support AI Analyst
Remote - Americas
Sponsorship not specifiedDetected 5 days ago
SparkLLMsAgentic AICustomer SupportZendeskLeadershipCommunicationProblem SolvingOrganizational Skills
About the role
- 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.
Responsibilities
- As a Support AI Analyst, you will own the adoption, optimization, and continuous improvement of AI-powered solutions within our Customer Support organization.
- This role is ideal for someone who enjoys solving problems, experimenting with AI, and using data to drive continuous improvement.
- Own and optimize AI-powered support solutions, including chatbots, AI agents, agent copilots, knowledge retrieval systems, and workflow automations
- 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
Requirements
- 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
- Experience with Zendesk or a similar customer support platform
- Familiarity with APIs, system integrations, and workflow automation concepts
- Who You Are (Must-Haves):
Skills
- Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting.
Compensation
- USD $150 per month via a Brex Card
Benefits
- Our recent Series D funding round brought our total investment to over $320 million, fueling our ambitious vision.
- Competitive Salary & Stock Options
- Health Benefits
Company info
- 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.
- Alpaca is a US-headquartered self-clearing broker-dealer and 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 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.
- 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.
Equal opportunity
- equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.
This listing is sourced directly from Alpaca's careers page and normalized into a canonical job model.