About SadaPay

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations, no hidden fees, free local transfers, and a payment experience that’s actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn’t just work, it feels fun! 🚀

Why is this role important?

Great support should feel effortless, proactive, and personal, and we're building the next generation of it. You will create a support agent that understands each customerʼs situation and resolves their request safely and instantly, freeing our people to focus on the conversations that need a human. You will also lead us toward a customer-experience system we host ourselves, with quality scoring built in. The same engine that powers smarter support will power smarter growth: lifecycle messaging that reaches customers at the right moments. A confident wrong answer is the failure that matters most, so this is a role where security and correctness come before cleverness. If you want real ownership of a problem that touches every customer we have, this is it.

As a Sadanaut you will:

Build the intelligent support agent

• Build an AI agent that understands customer requests and resolves them accurately and securely.
• Design the agent to know its limits, handing off to a human with full context the moment itʼs unsure.
• Build guardrails against incorrect or unsafe answers, and tune the thresholds that decide when a human steps in. 

Own security end to end:

• Redact sensitive customer data before anything leaves our perimeter, and keep it out of any model training.
• Give the agent least-privilege, scoped access to our services and log every action it takes for audit.
• Build within our data-residency and regulatory constraints, not around them.

Make quality measurable:

• Build the evaluation harness, offline test sets plus live scoring of conversations for accuracy, tone, and correct resolution.
• Stand up a quality-assurance layer that grades every conversation automatically, so we catch drift before customers do.

Bring it in-house:

• Lead the move to a customer-experience system we host ourselves, designed to evolve as our needs grow.

Power growth automation:

• Wire product events into lifecycle messaging: onboarding, activation, re-engagement, and win-back.
• Own the segmentation logic and the data pipelines that feed it, along with deliverability and consent on the technical side.

What it takes to become a Sadanaut:

The Foundation Weʼre Looking For

• Hands-on experience building AI applications that take real, reliable actions, not just generate text.
• A security-first instinct: handling sensitive data, scoped access, audit trails, and an understanding of what regulated financial data can and canʼt do.
• Strong programming fundamentals and fluency in at least one general-purpose and one scripting language.
• A data-first mindset with strong analytical and problem-solving skills.

Stronger Candidates Will Also Have

• Experience building evaluations and quality scoring for AI systems (model-as-judge or equivalent), not just shipping prompts.
• Experience standing up and self-hosting customer-facing systems and deploying on a container-orchestration stack.
• Experience with lifecycle marketing, user-journey design, or system integration, and with a CRM, marketing-automation, or customer-data platform.
• Observability for AI systems: cost, latency, and failure tracing.

Good to Have

• Prompt-injection and adversarial-input defence.
• Conversation-design fundamentals.
• Fluency with query languages for segmentation and event modelling.
• Prior work in fintech or another regulated, high-trust domain.

The Mindset Weʼre Looking For

You're a builder, not a job-seeker. You're obsessed with outcomes, you care deeply about the customer on the other side of the chat, and you would rather ship something secure and correct than something flashy. You work well across teams, you write things down, and you donʼt need someone else to do your analysis for you. You're comfortable owning an ambiguous, high-impact problem and turning it into a working system.

Perks of being at SadaPay:

• USD-Denominated Salary: At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Hybrid Work Culture: In locations where we have an office, our teams follow a hybrid work model with 2 days in the office and 3 days remote each week, balancing collaboration, flexibility, and focused work.
• Flexible Leave Policy: We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly.
• Comprehensive Insurance Coverage: Every Sadanaut, regardless of grade, receives Life and Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions: Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources: Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably.

‍Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, colour, religion, social status, disability, or ethnicity.

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