This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support AI Analyst based in Canada.
This role sits at the intersection of customer support operations and artificial intelligence, focused on transforming how support teams operate through automation and AI-driven workflows. You will be responsible for managing and optimizing AI tools such as chatbots, copilots, and knowledge systems that directly impact customer experience and operational efficiency. The position requires a strong analytical mindset and curiosity for emerging AI technologies, with a focus on turning support data into scalable automation opportunities. You will work closely with Product, Engineering, and Support leadership teams to design and improve intelligent workflows. Your work will directly reduce manual effort, improve response quality, and enhance the overall customer journey. This is a high-impact role in a fast-moving, global environment where experimentation and continuous improvement are strongly encouraged.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support AI Analyst based in Canada.
This role sits at the intersection of customer support operations and artificial intelligence, focused on transforming how support teams operate through automation and AI-driven workflows. You will be responsible for managing and optimizing AI tools such as chatbots, copilots, and knowledge systems that directly impact customer experience and operational efficiency. The position requires a strong analytical mindset and curiosity for emerging AI technologies, with a focus on turning support data into scalable automation opportunities. You will work closely with Product, Engineering, and Support leadership teams to design and improve intelligent workflows. Your work will directly reduce manual effort, improve response quality, and enhance the overall customer journey. This is a high-impact role in a fast-moving, global environment where experimentation and continuous improvement are strongly encouraged.
Accountabilities
- Own, manage, and optimize AI-powered support tools including chatbots, agent copilots, knowledge systems, and automation workflows.
- Monitor performance, adoption, and effectiveness of AI solutions using defined KPIs and operational reporting.
- Identify repetitive support tasks and design AI-driven automations to reduce manual workload and improve efficiency.
- Analyze customer interactions to detect gaps in AI responses and continuously improve accuracy and relevance.
- Create, test, and refine prompts, workflows, and automation logic to enhance AI system performance.
- Maintain and improve knowledge bases, FAQs, and training data used by AI systems to ensure high-quality outputs.
- Collaborate with Product and Engineering teams on AI integrations, system improvements, and technical issue resolution.
- Partner with Support leadership to prioritize AI initiatives based on business impact and customer needs.
- Develop documentation, training materials, and best practices for AI-enabled support operations.
- Act as the main point of contact for AI-related support escalations and operational questions.
- 1–2 years of experience in customer support, support operations, or business operations, ideally within financial services or brokerage environments.
- Experience working with AI tools, chatbots, automation platforms, or prompt engineering concepts.
- Strong analytical skills with the ability to interpret data and translate insights into actionable improvements.
- Familiarity with support platforms such as Zendesk or similar tools is a plus.
- Understanding of APIs, workflows, and automation concepts.
- Strong problem-solving abilities and attention to operational detail.
- Excellent communication and stakeholder management skills, with the ability to work across technical and non-technical teams.
- Curiosity and interest in AI technologies, automation, and continuous improvement of support experiences.
- Competitive salary and stock options.
- Health and wellness benefits.
- Remote-first work environment with global team collaboration.
- One-time USD $500 home-office setup allowance.
- Monthly USD $150 stipend via Brex Card.
- Opportunity to work on cutting-edge AI and automation initiatives in financial services.
- Exposure to global, distributed teams and high-scale support operations.
- Inclusive and diverse work culture focused on ownership, empathy, and accountability.