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! 🚀

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Why is this role important?

Support should feel effortless, proactive, and personal. As the Automations & CRM Lead, you’ll help us deliver on that promise by designing smart systems and customer journeys that reduce friction, save time, and improve outcomes. From building lifecycle campaigns to launching internal tools and AI-powered workflows, you’ll lead initiatives that make our CX smarter, faster, and more human.

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As a Sadanaut, you will:

• Own Intercom End-to-End
  
  • Fin AI tuning — training data, resolution flows, fallback handling, and topic-level performance optimization.
  • Workflow & routing logic — conversational flows, assignment rules, and SLA triggers.
  • Dashboards — real-time and historical performance reporting for CX leadership.
  • Containment monitoring — tracking bot containment rates, CSAT, resolution rates, and first response times.
  • Conversation audits — regular reviews of AI conversations to identify failure patterns and refine knowledge base and escalation paths.
• Drive CRM & Automation Strategy
  
  • Lifecycle campaigns — design and execute targeted campaigns that move customers through key moments.
  • Segmentation — own CRM logic and user segmentation to ensure the right message reaches the right customer.
  • Journey mapping — map end-to-end user journeys to surface high-value automation and proactive messaging opportunities.
  • Performance metrics — define, track, and report on outcomes across all CRM and automation initiatives.
• Manage Tooling & Integrations
  
  • Intercom — administer and optimize our core CX platforms end-to-end.
  • API integrations — build and maintain reliable data flows and automation pipelines across the stack.
  • Internal tooling with Engineering — partner with Engineering and Data to co-build smart tools that give agents better information and faster resolution paths.
• Collaborate & Enable
  
  • Cross-functional alignment — work closely with Product, Engineering, Marketing, and Compliance to keep messaging and processes in sync.
  • Agent enablement — equip CX agents with automation support, workflow improvements, and tooling that reduces cognitive load and increases quality.

What it takes to become a Sadanaut:

• 2–4 years of experience with automation tools, CRMs, or CX platforms.
• Proficiency with platforms like Freshdesk, Intercom, HubSpot, or Salesforce.
• Data-first mindset with strong analytical and problem-solving skills.
• Experience in lifecycle marketing, user journey design, or system integration.
• Comfortable working cross-functionally in a fast-paced environment.
• Bonus: Familiarity with scripting (e.g., JavaScript or Python) or AI tools.

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.
• Remote-First Work Culture: We’re a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed.
• 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, color, religion, social status, disability, or ethnicity.