At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.
In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we've deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.
Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.
Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.
Integration Specialist — Automotive
About the Role
Podium's Integration Specialist is the go-to technical expert for our Automotive customers, sitting at the intersection of integration engineering, AI-powered tooling, and customer success. This is a hands-on, high-ownership role for someone who thrives on solving complex technical problems fast and communicating clearly — whether with a dealer principal or an engineering team.
You'll operate as the critical escalation bridge between our CX/Support team (Philippines-based Tier 1) and our Melbourne Technical Product Support & Engineering team, ensuring integration and AI agent issues are resolved with speed, accountability, and minimal customer disruption. You'll shadow our Automotive CSMs day-to-day, build deep product expertise across Podium's integration stack, and become the internal expert customers and teams rely on.
The right person is driven, ambitious, and comfortable working at speed in an unstructured environment where the path isn't always defined — but the outcome always is.
What You'll Be Doing
Integration Support & Escalation
- Serve as the primary L2 escalation point for integration issues that CX/L1 teams cannot resolve — particularly Tray.io-based automation and AI Studio agent anomalies
- Own the resolution of highly escalated cases, maintaining consistent customer communication throughout — no 2-month slow-burns with poor comms
- Triage, troubleshoot, and resolve complex issues across Manual+, Legacy, and Self-Serve Integrations (SSIs), including CRM and DMS/POS connections in the Automotive space
- Work with Technical Product Support, Engineering & Product teams to identify, vet, and potentially deploy fixes for confirmed code-level issues, holding them accountable to SLAs
- 30–50% of your time will be no-contact technical work — debugging integrations, investigating logs to find root causes, reviewing AI agent behaviour
AI & Automation
- Monitor and troubleshoot Podium AI agent behaviour — when agents behave abnormally and CX has exhausted their options, you're the escalation point
- Stay across changes in Podium's AI Studio and AI feature releases, translating technical changes into clear impact assessments for the Automotive CX teams
- Share structured customer feedback on AI and integration behaviour with the Product & Engineering teams to close the loop on recurring issues
- Identify and recommend automation improvements across the integrations we offer, with a focus on the Automotive/dealership vertical
Customer Engagement
- Communicate directly with customers via email, SMS, phone, and video — you're comfortable navigating both technical and executive contacts
- Shadow Automotive CSMs (Auto/CX org) to understand day-to-day dealership workflows and build contextual knowledge that makes your technical support sharper
- Serve as Voice of the Customer — bring organised qualitative and quantitative data to cross-functional partners to drive product improvement
- Be proactive in your customer communication; set expectations, own timelines, and don't let issues go quiet
What You Need
- 1–2 years in a technical or product support role, with a focus on integrations — you know your way around API connections, FTP setups, and integration troubleshooting
- Strong Tray.io experience or similar — this is non-negotiable; familiarity with how Tray workflows connect Podium to third-party systems is core to the role
- Comfortable working directly with customers: you can explain a complex technical process to a dealer principal and to a dev team in the same day
- Highly organised with a proven ability to juggle multiple concurrent issues at different stages of resolution
- Proactive communicator — you keep stakeholders informed without being asked, especially when something is delayed
- Analytical approach to problem-solving — you look for patterns, document findings, and build systems, not just fix individual tickets
- Familiarity with modern web services, APIs, and basic scripting (comfort with HTML/JS/SQL/Python is a plus)
What We'd Love to See
- Experience in the Automotive industry, or with dealership/DMS systems (e.g. Pentana, Dealer Studio, AMS Pro) — you'll get up to speed faster and add more value sooner
- Bachelor's degree in IT, Information Systems, or equivalent practical experience
- Experience with Salesforce, Jira, Zapier, or similar platforms
- Software development background or the ability to read and reason about code
- Experience leading people or owning a process end-to-end in a fast-growth company
- SQL or Python skills for data analysis and diagnostics
The Ideal Person
You move fast without being reckless. You're not going to know everything about Podium in week one — and that's fine — but you'll shadow the right people, ask the right questions, and be genuinely useful within 3 months or less. You're the kind of person who picks up a complex escalation and doesn't let it drift. You know that keeping a customer informed is half the battle. And you understand that in a role like this, trust is built through consistency, speed, and clear communication — not just technical ability.
Benefits
- $650/month Benefits & Wellbeing allowance — spend it how you like
- Real growth in a team that's still young in Australia — you'll have genuine influence on how this function is built
- Queen & Collins office with end-of-trip facilities, bike storage, and lockers
- Stocked kitchen — snacks, drinks, the usual
