Affinda Extract - Implementation & Support Specialist

Affinda Group; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Affinda Group is hiring an Implementation & Support Specialist to own the customer-support experience and lead onboarding/implementation journeys. This role is hands-on with high autonomy in a lean, fast-moving company.

You will manage the support queue end-to-end, and project-manage customer onboarding from kick-off to go-live and hyper care, collaborating with our integration team on technical builds.

Qualifications

• Experience triaging support tickets and educating customers.
• Comfort with data schemas, APIs, integrations, and validation logic.
• Strong organizational skills and ability to enforce processes under pressure.

Responsibilities

• Own the support queue: triage, respond, escalate issues, and report on customer challenges.
• Run onboarding and implementation projects: requirements sign-off, UAT, go-live, and hyper care.
• Help design customer solutions: translate documents, data, and systems into configurations.
• Maintain accurate project tracking and status reporting across live engagements.
• Manage relationships with client stakeholders and internal teams (Sales, Product, CS).
• Improve support automation and reporting; refine implementation processes.
• Translate support/implementation insights into product improvements through recurring issues and feature requests.

Skills

Ticket triage

Customer support

Technical conversations

Organizational skills

Effective communication

Tools

APIs

Integrations

Job description

About Affinda Group

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.

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.

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.

The role

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.

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.

What you'll do

• Own the support queue: Triage, respond, elevate genuine product issues, and build the reporting and tagging that gives the business visibility into what customers are struggling with
• Run onboarding and implementation projects for customers: Requirements sign-off, build check-ins, UAT, go-live, and a structured hyper care period
• Help design key customers' solutions: Translate their documents, data and systems into a workable configuration, covering document types, fields, validation rules and integration approach.
• Detailed orientation: Keep project tracking and status reporting accurate and current across every live engagement
• Manage relationships with client stakeholders: From day-to-day contacts to technical leads - alongside internal stakeholders in Sales, Product and Customer Success
• Help evolve the functions over time: Improve support automation and reporting, a tighter and faster implementation process
• Turn what you see in support and implementation into product improvements: Spot recurring issues, workarounds, and feature requests

What you'll bring

Essential:

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

Nice to have:

• Background in SaaS/B2B software implementation, ideally in automation related area, or a similarly technical B2B product
• Prior experience standing up or improving a support function (reporting, tagging, automation), not just running one day to day

Compensation

Final package is negotiable based on skills and experience

Location

Cremorne, VIC. We value in office connections with flexible working arrangements along with client site visits.

We do not respond to unsolicited contact from recruitment agencies.