AI Implementation & Support Specialist (Hybrid/Flexible)

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

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.