Alpaca - Support AI Analyst

• The Support AI Analyst will serve as the primary owner of AI-powered support tools and automation initiatives. This role is responsible for optimizing the customer and agent experience through AI, identifying opportunities for automation, improving operational efficiency, and ensuring AI solutions deliver measurable business value. • The ideal candidate combines support operations knowledge, analytical thinking, and a strong interest in AI technologies. They will work closely with Product, Engineering, and Operations teams to implement, maintain, and continuously improve AI-driven workflows. • Things You Get To Do: • 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.