Job Description

n About Affinda Groupn
n Affinda Group is a fast-growing AI transformation company. We help enterprises automate complex business processes through our agentic AI platform, deliver high-impact AI solutions, and train teams to use AI properly.n
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n Affinda Group are growing revenue at 100% year on year, have 2,000+ customers globally and a team of ~100 people in 10 countries. We are well capitalised and are currently investing in multiple growth engines to accelerate our ambition of becoming an Australian AI company of global significance.n
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n Affinda Extract combines advanced language models, retrieval-augmented generation, and configurable workflows so organisations can extract data, orchestrate processes, and embed AI safely into their day-to-day operations.n
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The rolen
n Affinda Extract builds AI-powered document processing software for businesses handling high volumes of invoices, forms and other documents. We're looking for an Implementation & Support Specialist to become the main owner of two things that keep our customers successful: their support experience, and their onboarding/implementation journey.n
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n This is a hands-on, high-autonomy role at a lean, fast-moving company. You'll own the support ticket queue end to end, and you’ll project manage key customer implementation and onboarding projects we run, from solution design and kick-off through go-live to hyper care. You'll report to our Customer Success Lead, who manages the function overall, and work closely with our integration team on technical builds.n
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What you'll do n

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- Own the support queue: Triage, respond, escalate genuine product issues, and build the reporting and tagging that gives the business visibility into what customers are struggling with
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- Run onboarding and implementation projects for customers: Requirements sign-off, build check-ins, UAT, go-live, and a structured hyper care period
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- Help design key customers’ solutions: Translate their documents,



data and systems into a workable configuration, covering document types, fields, validation rules and integration approach.
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- Detailed orientation: Keep project tracking and status reporting accurate and current across every live engagement
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- Manage relationships with client stakeholders: From day-to-day contacts to technical leads — alongside internal stakeholders in Sales, Product and Customer Success
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- Help evolve the functions over time: Improve support automation and reporting, a tighter and faster implementation process
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- Turn what you see in support and implementation into product improvements: Spot recurring issues, workarounds, and feature requests
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What you'll bring n
n Essential:n

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- The ability to manage and triage support tickets while working with the greater team to ensure customer satisfaction and education.
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- Comfort with technical concepts — data schemas, APIs/integrations, validation logic — enough to hold a credible conversation with a client's technical team
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- Strong organizational skills and the discipline to enforce process (signoffs, gates, timelines) even under pressure
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- Clear communicator, confident running meetings, and managing client expectations, including when something goes wrong
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- Self-starter who is comfortable with ambiguity
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n Nice to have: n

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- Background in SaaS/B2B software implementation, ideally in automation related area, or a similarly technical B2B product
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- Prior experience standing up or improving a support function (reporting, tagging, automation), not just running one day to day
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Compensationn
n Final package is negotiable based on skills and experience n
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Locationn
n Cremorne, VIC. We value in office connections with versatile working arrangements along with client site visits.n
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How to apply n
n Submit in PDF format a short cover letter and your CV n
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n We're committed to fostering an inclusive workplace and welcome applications from all qualified individuals. We do not respond to unsolicited contact from recruitment agencies.n
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📌 Affinda Extract - Implementation & Support Specialist (Melbourne)
🏢 Affinda Group
📍 Melbourne