About Auror
At Auror, we’re empowering the retail industry to tackle theft and Organised Retail Crime, a $150 Billion problem globally. It’s high volume crime that’s increasingly organised in nature and is putting people, retailers, and communities at risk every day.
Founded in New Zealand 12 years ago, we’re working with some of the best and largest retailers in the world across the US, Canada, Australia, New Zealand, and the UK. Auror is connecting people and intelligence to reduce crime. We’re using technology for good.
Our mission is clear: reduce violent retail crime by 50% in five years. It’s an ambitious goal – and one we believe is achievable.
Law Enforcement Success Specialist
Customer Success at Auror is high impact. We partner with police forces across the country, planning and delivering large‑scale rollouts, running training sessions for thousands of users, and creating strategic engagement plans to support our partners in keeping communities safe.
About the role
The role of the Law Enforcement Success Specialist is to engage, empower, and support our community of crimefighters. You’ll be part of the Law Enforcement team and work closely with and support our Customer Success team to help retailers and police get the most out of the Auror platform, ensuring they see real crime reduction results.
In this role, you’ll focus on working directly with police users and retail crime hubs, helping them understand and use Auror in their day‑to‑day work. You’ll run training sessions, support new rollouts, and make sure the platform becomes a valuable part of their operations. By building strong relationships and providing hands‑on support, you’ll help drive adoption and success across UK policing.
Responsibilities – there are two parts to the role:
1. Support – Providing a great customer experience to our user community
- Deliver an excellent experience for our Auror user community, supporting police users and retail crime hubs
- Respond to questions via in‑app chat, email, and phone, providing timely and practical support
- Maintain data quality in the Auror platform by keeping profiles, comments, and information up to date
- Work with our Engineering team to troubleshoot access or technical issues and keep users connected
- Own key processes that help our users succeed, including guiding them on platform usage and best practices
2. Success – Driving customer outcomes by thinking strategically and proactively
- Support the Law Enforcement team in driving outcomes for partners through proactive, user‑focused engagement
- Keep our Help Center, chatbots, and response materials updated with the latest product releases
- Create helpful resources like best practice guides, Help Center articles, and ongoing training materials for end users
- Review platform usage to identify wins, trends, and opportunities, and share insights with both partners and the team
- Partner with police forces to harness shared wins and proudly showcase the meaningful outcomes we’re creating across communities
- Recognise and encourage Auror Champions who can help drive adoption in their police forces and departments
- Work closely with the Customer Success and Retail Partnerships teams to share insights and opportunities that contribute to mutual success
- Assist with training sessions, new user setup, and general team support
About you
- Previous experience in customer success, with a proven ability to deliver excellent service and results
- Experience working within a technology or SaaS start‑up
- Highly proactive in your approach – you anticipate needs, take initiative, and look for ways to add value without being asked
- Strong problem‑solving skills and a natural ability to connect with both technology and people – you approach challenges with curiosity and develop clear, structured solutions
- Exceptional communication and active‑listening skills across all channels – whether in person, over the phone, through chat, video calls, or in written guides and documentation
- A collaborative team player who thrives in a fast‑paced, dynamic environment, maintaining a high level of quality and attention to detail in everything you do
We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our website).
Auror is committed to providing an inclusive and accessible application process to all candidates and we are actively working to improve diversity within the tech industry. We celebrate diversity and inclusiveness at Auror, regardless of (but not limited to) race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
If you need adjustments to any part of our recruitment process because of accessibility reasons, please let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.
Benefits
- Competitive salary range: depending on the level of experience, starting salary band for the role is £40,000 – £49,000 per annum
- Generous annual leave: 29 days of annual leave per year, plus public holidays, so you can properly rest and recharge
- Employee share scheme: you’ll own part of a company making a real difference
- Wellness days: we offer 10 paid Wellness Days per year, which can be used for mental or physical health, medical appointments, or to care for an unwell family member
- Flexibility: we are hard‑working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend
- Shorter work weeks (at full pay): everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy
- Focus on mental and physical health: we understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to £375 GBP for expert sessions every year
- Private Medical Insurance: Auror covers the cost of your plan membership with Vitality, where you will also enjoy the benefits of the Vitality Programme for health and wellbeing
- Family‑friendly: we offer comprehensive paid parental leave – 12 weeks for birth parents and 6 weeks for non‑birth parents following birth, adoption, or surrogacy, available to all Aurors from day one
- Personal growth: we support our team to participate in courses, conferences, or events that will help them develop their skills
- Team love: we have regular team lunches and social events where most (if not all) activities are during work hours
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