Business Analyst: AI & Automation Initiatives

Friday Plans; Polska; Remote; PLN 169,000 - 254,000; Full time

Job summary

A technology-driven company based in Poland is seeking a Business Analyst to oversee AI & automation initiatives in customer support. The role demands proven expertise in workflow automation tools like n8n, along with a strong understanding of customer support processes. Join a dynamic team focused on optimizing support systems using cutting-edge technology and AI solutions.

Benefits

Autonomy in work

Access to cutting-edge tools

Collaboration in a fast-paced environment

Qualifications

• 1-3+ years of experience with n8n, Zapier, or Make/Integrate.
• Experience in customer support is essential.
• Strong ability with APIs and data structures.

Responsibilities

• Own and maintain the customer support automation stack.
• Design prompts for LLMs to resolve customer issues.
• Connect various support tools into a cohesive system.

Skills

Workflow automation

Prompt engineering

API integration

Customer support

Analytical mindset

Tools

n8n

Zapier

Make/Integrate

Job description

Business Analyst: AI & Automation Initiatives

Friday Plans is a technology-driven US-based company evolving from a leading online pharmacy into a vertically integrated pharmaceutical company. Our mission is to develop, manufacture, and commercialize our own portfolio of medicines for the US market. We are seeking a seasoned regulatory leader to navigate this journey and build our regulatory function from the ground up.

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 Automation

• Own, 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 & Maintenance

• Serve 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 & Optimization

• Work 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 Experience

• 1-3+ 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 Set

• You 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.

AI Fluency

• Practical, 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.
• Comfort 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.