Job Description
/n About Affinda Group/n /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 /n /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 /n /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 /n The role/n /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 /n /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 /n

What you'll do
/n /n
- 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 /n
- Run onboarding and implementation projects for customers: Requirements sign-off, build check-ins, UAT, go-live, and a structured hyper care period /n
- Help design key customers’ solutions: Translate their documents,



data and systems into a workable configuration, covering document types, fields, validation rules and integration approach. /n
- Detailed orientation: Keep project tracking and status reporting accurate and current across every live engagement /n
- Manage relationships with client stakeholders: From day-to-day contacts to technical leads — alongside internal stakeholders in Sales, Product and Customer Success /n
- Help evolve the functions over time: Improve support automation and reporting, a tighter and faster implementation process /n
- Turn what you see in support and implementation into product improvements: Spot recurring issues, workarounds, and feature requests /n /n What you'll bring /n /n Essential:/n /n
- The ability to manage and triage support tickets while working with the greater team to ensure customer satisfaction and education. /n
- Comfort with technical concepts — data schemas, APIs/integrations, validation logic — enough to hold a credible conversation with a client's technical team /n
- Strong organizational skills and the discipline to enforce process (signoffs, gates, timelines) even under pressure /n
- Clear communicator, confident running meetings, and managing client expectations, including when something goes wrong /n
- Self-starter who is comfortable with ambiguity /n /n /n Nice to have: /n /n
- Background in SaaS/B2B software implementation, ideally in automation related area, or a similarly technical B2B product /n
- Prior experience standing up or improving a support function (reporting, tagging, automation), not just running one day to day /n Compensation/n /n Final package is negotiable based on skills and experience /n /n /n Location/n /n Cremorne, VIC. We value in office connections with versatile working arrangements along with client site visits./n /n

How to apply
/n /n Submit in PDF format a short cover letter and your CV /n /n /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 /n /n /n /n /n

📌 Affinda Extract (Melbourne)
🏢 Affinda Group
📍 Melbourne