Support AI Analyst (Fintech)

TL;DR

Support AI Analyst (Fintech): Managing and optimizing AI-powered support tools and automation workflows to enhance customer and agent experiences with an accent on prompt engineering and KPI monitoring. Focus on developing AI-driven solutions to reduce manual effort and ensuring high accuracy in AI-generated responses.

Location: Remote (Americas)

Company

hirify.global is a US-headquartered brokerage infrastructure provider that offers institutional-grade APIs for stocks, ETFs, options, and crypto to financial institutions worldwide.

What you will do

• Own and manage AI support tools, including chatbots, agent copilots, and knowledge retrieval systems.
• Identify repetitive support workflows and develop AI-driven solutions to reduce manual effort.
• Create, test, and optimize prompts, workflows, and automation logic.
• Monitor AI performance and adoption using defined KPIs and reporting.
• Maintain AI knowledge sources, FAQs, and training data for response accuracy.
• Collaborate with Product and Engineering teams on AI integrations and bug fixes.

Requirements

• 1-2 years of experience in customer support or 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.

Nice to have

• Experience with support platforms such as Zendesk.
• Familiarity with APIs, workflows, and automation concepts.

Culture & Benefits

• Competitive salary and stock options.
• Comprehensive health benefits.
• One-time USD $500 new hire home-office setup.
• Monthly USD $150 stipend via Brex card.
• Diverse, globally distributed team culture based on curiosity, empathy, and accountability.