Support AI Analyst

Role overview

This is a Canada-based remote opportunity shared on behalf of a partner employer that oversees the application process and all subsequent hiring steps. The position blends customer support operations with practical AI implementation, with the goal of improving service delivery through automation, intelligent workflows, and data-informed optimization.

In this role, you will work with AI-enabled support systems such as chatbots, agent copilots, and knowledge management tools. Your focus will be on increasing efficiency, reducing repetitive manual work, and improving the quality and consistency of customer support. The environment is fast-paced and global, and it encourages experimentation, learning, and ongoing refinement.

What you'll do

• Take ownership of AI-driven support tools, including chatbots, copilots, knowledge systems, and automation flows.
• Track usage, performance, and adoption trends using KPIs and operational dashboards.
• Spot repetitive support activities that can be streamlined through AI-based automation.
• Review customer conversations to find where AI responses are weak, then improve accuracy and usefulness.
• Build, evaluate, and fine-tune prompts, workflows, and automation rules to strengthen system output.
• Keep knowledge articles, FAQs, and training content current so AI systems produce better responses.
• Work alongside Product and Engineering teams on integrations, enhancements, and technical problem-solving.
• Coordinate with Support leadership to prioritize AI initiatives based on customer impact and business value.
• Create documentation, enablement materials, and operating guidelines for AI-supported support processes.
• Serve as the primary contact for AI-related support escalations and operational questions.

What they're looking for

The ideal candidate brings 1–2 years of experience in customer support, support operations, or business operations, preferably in financial services or brokerage settings. You should be comfortable working with AI tools, chatbots, automation platforms, or prompt engineering concepts, and be able to turn data into practical improvements.

You’ll also need strong analytical thinking, solid problem-solving ability, and careful attention to operational detail. Familiarity with support platforms such as Zendesk or comparable tools is advantageous. A working understanding of APIs, workflows, and automation concepts is important, as is the ability to communicate clearly with both technical and non-technical stakeholders.

Benefits and compensation

• Competitive pay plus stock options.
• Health and wellness coverage.
• Remote-first setup with collaboration across global teams.
• One-time USD 500 allowance for home-office setup.
• Monthly USD 150 stipend provided through a Brex Card.
• Chance to contribute to advanced AI and automation initiatives in financial services.
• Exposure to large-scale support operations and distributed international teams.
• An inclusive, diverse culture that values ownership, empathy, and accountability.

Application and data processing

Applications are reviewed through an AI-assisted matching process designed to shortlist candidates against the role’s key requirements. The shortlisted profiles are then passed to the hiring company, which handles interviews, assessments, and final decisions.

By submitting your application, you consent to the processing of your personal data for recruitment evaluation and sharing relevant details with the employer under applicable data protection principles, including GDPR where relevant. You may request access, correction, deletion, or objection at any time. AI tools may be used to assist with screening, resume review, response analysis, and verification checks, but final hiring decisions are made by people.