Support AI Analyst

This is a fully remote position, open to applicants in North America.

📋 Description

• Take ownership of and oversee Support AI tools, which include chatbots, agent copilots, knowledge retrieval systems, and workflow automation solutions.

• Track the performance, adoption, and efficacy of AI implementations using established KPIs and reporting metrics.

• Recognize repetitive support workflows and create AI-driven solutions to minimize manual tasks and reduce contact volume.

• Collaborate with Support leadership to prioritize AI initiatives based on their business impact and the needs of customers.

• Develop, test, and refine prompts, workflows, and automation logic.

• Examine customer interactions to pinpoint gaps in AI performance and identify areas for improvement.

• Maintain AI knowledge resources, FAQs, and training data to guarantee accurate responses.

• Work in conjunction with Product and Engineering teams on AI integrations, enhancements, and bug resolutions.

• Create documentation, training resources, and best practices for AI-enhanced support processes.

• Serve as the main point of contact for questions and escalations related to AI support.

⛳️ Requirements

• 1-2 years of experience in customer support, support operations, or business operations within the investment brokerage or financial services sector.

• Familiarity with AI tools, chatbots, automation platforms, or prompt engineering.

• Capability to interpret data and convert insights into practical improvements.

• Strong analytical and problem-solving capabilities.

• Excellent communication and stakeholder management skills.

• Experience with support platforms such as Zendesk is advantageous.

• Preference for candidates with knowledge of APIs, workflows, and automation concepts.

🏝️ 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