Business Analyst: AI & Automation Initiatives

About Quantified Media: Quantified Media is a performance marketing group specializing in direct-response campaigns. We are looking for an AI & Automation Specialist to take full ownership of our customer support technology stack and scale our operations.Our Culture & Approach:Fast-Paced & Hands-On: We solve problems and build systems without layers of bureaucracy.Test & Iterate: We embrace rapid testing and data-driven optimizations. If a workflow saves 10 minutes, we build it. If it breaks, we fix it fast.Cutting-Edge: We use the best tools for the job, including n8n, generative AI, and modern APIs, to stay ahead.Key Responsibilities:Customer Support Workflow AutomationOwn, design, build, and maintain our entire customer support automation stack, with a primary focus on n8n.Automate ticket triage, routing, and escalation processes to ensure the right issues get to the right people, instantly.Build workflows that handle common customer requests, manage refunds, and update CRM records automatically.AI & Prompt Engineering (for Support)Act as the "prompt engineer" for our support team, designing and refining prompts for LLMs (like ChatGPT/Claude) to analyze and act on customer issues.Create AI workflows to summarize complex tickets, detect customer sentiment, and draft high-quality, context-aware responses for agent review.Continuously test and improve AI prompts to increase accuracy and reduce agent handling time.System Integration & MaintenanceServe as the primary "builder" connecting our support tools. You will be the expert on n8n's Code nodes, API integrations, and webhook management.Connect our helpdesk (e.g., Zendesk, Gorgias, etc.), CRM, internal databases, and various LLM APIs into a single, cohesive system via n8n.Proactively monitor, debug, and troubleshoot all automation workflows, ensuring high uptime and reliability.Process Analysis & OptimizationWork directly with the customer support team to understand their daily pain points and bottlenecks.Go beyond just "building what you're told" — actively analyze support processes and proactively propose automation solutions that save time and improve customer satisfaction.Track key automation metrics (e.g., tickets auto-resolved, time-to-first-response) and report on their business impact.What We’re Looking For:Proven Experience1-3+ years of hands-on experience building and maintaining complex workflows in n8n, Zapier, or Make/Integrate. (Expertise in n8n is a massive plus).Demonstrable experience working directly with or for a customer support team. You must have deep empathy for CS challenges.Technical & Analytical Skill SetYou are a "builder" at heart. You're comfortable with APIs, webhooks, and data structures (JSON is your second language).Strong analytical mindset. You can look at a messy support queue, identify patterns, and design a workflow to fix it.Basic proficiency in JavaScript (for n8n's Code nodes) or Python is strongly preferred.AI FluencyPractical, hands-on experience using generative AI (ChatGPT, Claude, Gemini, etc.) to solve real-world problems.You must be able to write and refine sophisticated prompts for business logic, not just for fun.Eagerness to stay at the forefront of new AI and automation tools.Entrepreneurial MindsetComfort with ambiguity and autonomy in a small, high-impact team.Proactive problem-solver who thrives under pressure and tight deadlines. You own your work from end to end.Why Join Quantified Media?High-Impact Role: Your work will have a direct and immediate impact on our team's efficiency and our customers' happiness.Autonomy & Speed: Enjoy the freedom to build, test, and deploy your solutions quickly. We are a "no-red-tape" environment.Cutting-Edge Automation: Experiment with advanced AI tools, n8n, and direct-response tactics to build a best-in-class support system.Collaborative Culture: Join a small, driven team that values innovation, learning, and shipping fast.