About the role

Support AI Analyst managing AI support tools and automation initiatives at financial services firm. Enhancing customer experience through AI and operational efficiency improvements.

Responsibilities

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.

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.