About Sapia.ai

At Sapia.ai, we’re pioneering the future of ethical, AI-powered hiring. With millions of candidates engaging with our AI Hiring Platform every year, we are redefining how talent is discovered, assessed, and nurtured. Our products are trusted by some of the world’s most iconic brands, we integrate with the world’s major ATS and HRIS platforms (Workday, SmartRecruiters, Greenhouse, SAP SuccessFactors, PageUp) and operate across APAC, EMEA, and North America.

About the role

We’re creating a new technical support function to better serve our global enterprise customers.

As we grow, so does the range and complexity of technical questions that arise across our customers, products, and platforms. We need someone who can step into that space with curiosity, energy, and practical problem-solving ability.

Right now, our Customer Success team handles the full spread of customer enquiries – from strategic conversations about hiring outcomes through to technical troubleshooting. That’s pulling them away from the work that drives real value. This role exists to take on the technical load so CS can focus on strategy.

You’ll be the first line of technical support for our customers. When their SSO isn’t working, when an integration starts throwing errors, when a webhook stops firing – you’re the person they’ll talk to. You’ll triage, investigate, coordinate, and communicate. You won’t be writing code or making architectural decisions. You will be the calm, competent technical voice that unblocks customers and keeps things moving.

What you’ll do

Own the technical support queue. Respond to technical tickets within SLA, triage severity, and work them through to resolution. Keep customers informed with clear updates even when the underlying issue takes time to diagnose.

Troubleshoot SSO issues. Work with customer IT teams to diagnose configuration problems across SAML and OIDC providers (Okta, Azure AD, Google Workspace, OneLogin). Know when the problem is on the Sapia side and when it’s on the customer side, and communicate that clearly either way.

Investigate integration issues. Dig into API logs, webhook delivery records, and request traces across our ATS and HRIS partners (Workday, SmartRecruiters, Greenhouse, SAP SuccessFactors, PageUp). Identify patterns. Reproduce issues where possible. Escalate cleanly with a clear write-up when engineering involvement is needed.

Jump on customer calls. Some issues only unstick themselves when you get everyone on a call together – the customer’s IT lead, their ATS admin, and you. You’ll host these, drive the conversation, and document what was agreed.

Relay, don’t engineer. You’re the bridge between customers and our engineering teams, not a member of the engineering team yourself. When issues need code changes or infrastructure work, you’ll package the context and hand it over to the relevant engineering lead. Your job is clean, clear escalation – not fixing the code yourself.

Maintain the knowledge base. Every issue you solve should make the next one faster. You’ll document solutions, update our internal runbooks, and improve customer-facing help content so common issues become self-service.

Use AI tools to accelerate your work. We equip our team with internal AI tooling to help pattern-match across historical tickets, draft communications, and investigate logs faster. You’ll get good at using these tools well.

Communicate during incidents. When something bigger breaks, you’ll be part of the incident response – helping customers understand the impact, relaying updates from engineering, and following up afterwards with clear explanations.

What a typical week looks like

• 10-15 technical tickets across SSO, integrations, and platform questions
• 2-3 customer calls to work through more complex issues
• A handful of escalations to engineering, packaged clearly with logs and reproduction steps
• Knowledge base updates for every resolved issue
• One or two internal check-ins to stay aligned on customer priorities

What we’re looking for

We care more about how you think than what’s on your CV. A tech support background, a QA background, an implementation consultant background, or a junior integration engineer background all work – what matters is the right approach to problems.

• 1-2 years in a technically hands-on role (support, QA, implementation, integration, or similar)
• A strong customer-facing mindset, with the ability to communicate clearly, build trust, and stay composed while solving technical problems in live customer contexts.
• Strong troubleshooting skills across a mix of application behaviour, configuration, integrations, workflows, and system dependencies.
• Genuinely curious about how systems work and persistent when they break
• Comfortable reading API logs, tracing requests, and spotting anomalies in noisy data
• Can explain technical issues clearly to both engineers and non-technical customer contacts
• Strong written communication – clear tickets, clean documentation, useful knowledge base articles
• Comfortable on customer calls and confident running technical conversations
• Discretion and care with sensitive data – our customers trust us with candidate information
• Confidence using modern AI-powered engineering and productivity tools such as Cursor, Claude Code, or similar tools to accelerate troubleshooting, investigate issues, analyse logs or payloads, and work more effectively.
• A highly curious, adaptable, hands-on approach. You enjoy solving varied problems, learning how things work, and bringing structure to situations that are initially unclear.

Nice to have

• Exposure to SAML / OIDC / enterprise SSO
• Experience with any of: Workday, SmartRecruiters, Greenhouse, SAP SuccessFactors, PageUp, TeamTailor
• Familiarity with REST APIs, webhooks, JSON, and common integration patterns
• Experience using AI tools in a professional setting
• Background in enterprise B2B SaaS
• Experience supporting customer-facing SaaS platforms where both product configuration and external integrations matter.
• Previous exposure to recruitment, ATS, HRIS, or enterprise workflow systems.
• Familiarity with tools such as Postman, browser dev tools, Jira, logging/monitoring tools, and support systems.
• Basic SQL skills to inspect records and validate data during investigations.
• Light scripting skills in Python or JavaScript to help with debugging, payload inspection, or small workflow tasks.
• Knowledge of AWS technologies and services, especially in environments where cloud infrastructure, logging, integrations, and application support intersect.
• Experience working with distributed teams across geographies and time zones.

What you’ll get

• Fully remote role working autonomously within a supportive team environment
• A clearly defined role in a growing company – you won’t be doing five jobs at once
• Direct exposure to how enterprise AI hiring actually works at scale
• Modern AI tooling to make your daily work faster and more interesting

A note on hours

Most of our customer base is located in APAC and EMEA. The role is anchored to Australian business hours with occasional flexibility needed to cover urgent issues from North American customers. We don’t expect you to be online 24/7, but we do expect thoughtful handoffs when issues span time zones.

How to apply

Complete our Sapia.ai Chat Interview. We use our own platform for every hire – it’s the fairest, fastest, and most candidate-friendly interview process you’ll experience. You’ll answer 5–6 role-relevant questions over chat and submit a short video answer. It’s untimed and mobile-friendly. Afterwards, you’ll get personalised insights from the interview, based on your written responses. Our hiring team will reach out to you directly if they’d like to move forward.

Apply now

About Sapia.ai

Our mission is to build a fairer world through ethical AI. We have built the world’s most inclusive and intelligent human-centric talent solution to innovate the hiring process and disrupt broken practices, especially in high volume. In just over 7 years, we have built trusted partnerships with some of the most well-known and trusted consumer brands that trust our AI platform to deliver better people faster and more fairly.

We believe that every candidate deserves a fair chance at getting a job and that, increasingly, organisations care about interrupting the bias that exists in hiring and promotion. Sapia.ai is proud of its diverse and globally distributed team in Australia and Europe. We are super passionate about building a talented workforce of individuals from different backgrounds, cultures and ethnicities. By building a strong remote workforce, we empower our employees to work their own hours and focus on outcomes, which helps people balance personal and professional lives. We love being scrappy and thrifty, and we never settle. If this mission and way of working excites you, then come and join us!

 

You could be our next Senior Customer Success Manager

Reporting Manager: CEO

Tools of trade: To be provided

 

Learn more about the Customer Success Manager position at Sapia.ai

Customer Success at Sapia.ai is a ‘jack of all trades, master of many’, though over time, we aspire to become more focused on the critical few.

• The first and foremost focus is delivering to our customers the best of breed solution, which drives user engagement & adoption, and ultimately results in long-term customer retention.
• Your role will shift and change throughout the customer journey. You will lead onboarding, through defining customer success metrics and showcasing these to the customer in various forms to demonstrate the value of our solution.
• This is a hands-on role and can be highly technical & tactical, which will involve facilitating customer workshops, developing predictive models and assessments, optimising a customer’s talent acquisition process, and defining a unique and engaging candidate experience.
• You will work hand in glove with Product & Data Science teams to provide continuous feedback and insights on the evolving needs of our customers, users, and candidates.
• At the end of the day, the most important focus area is planning for renewals and or expansions within a customer, which is all about productising ROI success effectively!

 

Okay, now how about some specific responsibilities?

Client-facing

Lead APAC Enterprise customer management end-to-end, including

• Scope Validation
• Future-state Process Design
• Onboarding processes,
• Delivering training
• Consulting on recruitment best practice (e.g., Ethical AI, candidate experience, recruitment automation, process optimisation)
• Define and measure partnership success
• Manage outcome data for ROI analysis
• Drive QBRs/partnership reviews based on success measures & strategic partnership goals
• Keep customers up-to-date on new product features
• Ensure continued change management practises are in place
• Expertly consult the customer on how to optimise the use of Sapia.ai products and help them facilitate those improvements
• Stakeholder management: confidently translate Sapia.ai’s value to customers’ business objectives from end-user Recruiters through to the CHRO
• Build collaborative customer relationships to drive effective adoption & advocacy; maintaining customer health & productising success stories

Internal

• Lead Customer Success priorities, direction, and execution of strategy in APAC
• Take the lead on ad hoc internal projects geared towards improving our operational excellence to help us service customers & scale
• Support internal Customer Success reporting across the APAC region
• Advocate for ‘the voice of the customer’ at the intersection between Product, Engineering, Data Science and the Leadership team
• Govern internal ways of working with cross-functional teams & partners

 

What awesomeness will you bring?

• You have a genuine interest in technology and AI, and are deeply curious about how things work and want to learn and understand the complexities of the solution. You will likely be a person who asks’ “why?” a lot…
• You have experience in enterprise client-facing consultative roles in human capital, talent management, assessment design and or organisational transformation
• Whilst not critical to the role, a sound understanding of talent acquisition (or at least a passion to learn about it) will set you up for success
• You are super disciplined, organised, and experienced in managing projects from discovery through to launch
• You must have deep empathy for customers’ challenges, needs, and business problems and be passionate about playing a hands-on part in solving them!
• You are a relationship builder, and you do that through engaging regularly with your customers
• You are relentless in your pursuit of maximising Sapia.ai’s value for clients
• You can uncover/ identify opportunities for growth and strategically progress those to expand your client base
• You have a love for teamwork and the ability to work with different team members to enhance our customers’ experience
• You are a resourceful cross-functional collaborator, knowing how to leverage SMEs across the business to optimise value delivery for your customers
• You take personal pride in being the voice of the customer inside the company
• You will regularly connect with global teammates to share best practices and knowledge
• You thrive in a dynamic, fast-paced environment and work proactively to learn and optimise skills to succeed
• You love to take the lead on operational improvement initiatives

 

Key Metrics & Outcomes

• The majority of your clients are referenceable advocates
• Achieved internal % NRR target; working diligently to retain and grow your existing client base
• You have clear & organised knowledge & ownership of account health, risks, issues, and challenges across all of your clients
• You have identified churn risks early & effectively, and have proactively pursued paths-to-green for these partnerships
• You have a clear definition of what success means to each client, and are proactively measuring towards those agreed KPIs
• You have prepared & delivered high-quality business reviews to senior client audiences (at an appropriate cadence)
• You are the point of escalation for Enterprise customers across the APAC region
• Retain internal % customer health target, ensuring renewal targets are met

What we look for from all our Sapians, irrespective of the role!

Great cultures come from great teams; you recognise that by helping others and putting the team above the individual. You do the right thing by the customer and your team members – every time.

You are flexible and ambitious – willing to do what it takes to work in a small, growing team to achieve our goals. You turn up to work, and you are ‘all in’. You’ll hold yourself and others accountable for getting stuff done on time and to a consistently high quality. You embrace learning and feedback.

Our Values:

• We are One Team with One Dream
• We build Trust in everything we do
• We act like Founders
• We elevate the Human Experience

What’s in it for you?

• Flexible and remote work options
• The chance to work with an amazing, purpose-driven team
• The chance to disrupt the recruitment space

This list is not exhaustive

How we hire 

We believe there’s more to you than your CV. So, we start with a chat interview, our very own, designed to uncover your potential and give you the space to share who you are in your own words. You’ll answer 5-6 role-relevant questions over chat and submit a short video answer. It’s untimed and mobile-friendly. Afterwards, you’ll get personalised insights from the interview, based on your written responses. Our hiring team will reach out to you directly if they’d like to move forward.

Apply now