Your Role:

As a Support AI Analyst, you will own the adoption, optimization, and continuous improvement of AI-powered solutions within our Customer Support organization. Your mission is to enhance both the customer and support agent experience through AI, drive automation, and improve operational efficiency by leveraging data-driven insights and emerging AI technologies. You will own the day-to-day performance of AI support tools, identify automation opportunities, and help transform support operations through intelligent workflows.

Working closely with Customer Support, Product, Engineering, and Operations teams, you'll leverage AI technologies to improve customer experiences, increase agent productivity, and deliver measurable operational efficiencies. This role is ideal for someone who enjoys solving problems, experimenting with AI, and using data to drive continuous improvement.

Things You Get To Do:

• Own and optimize AI-powered support solutions, including chatbots, AI agents, agent copilots, knowledge retrieval systems, and workflow automations
• Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting.
• 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
• Develop documentation, playbooks, training materials, and best practices to enable effective adoption of AI-powered support workflows
• Serve as the subject matter expert for AI-powered support solutions, providing guidance, troubleshooting, and recommendations to internal stakeholders
• Stay informed on emerging AI technologies and identify opportunities to introduce new capabilities that improve support operations

Who You Are (Must-Haves):

• 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
• Excellent problem-solving skills and a continuous improvement mindset
• Strong written and verbal communication skills with the ability to collaborate across technical and non-technical teams
• Highly organized with the ability to manage multiple initiatives in a fast-paced environment

Who You Might Be (Nice-to-Haves):

• Experience implementing, optimizing, or managing AI-powered support tools or automation within a customer support environment
• Experience with Zendesk or a similar customer support platform
• Familiarity with APIs, system integrations, and workflow automation concepts
• Basic understanding of Large Language Models (LLMs), prompt engineering, and AI-powered customer support solutions