About Auror
At Auror, we’re empowering the retail industry to tackle theft and organised retail crime, a $150 billion problem globally. Founded in New Zealand 12 years ago, we work with leading retailers across the US, Canada, Australia, New Zealand and the UK, using technology for good to reduce violent retail crime by 50% in 5 years.
Our mission is to reduce violent retail crime by 50% in 5 years, and we are committed to responsibly incorporating AI into our work.
Law Enforcement Success Specialist
Customer Success at Auror is high impact. In this role you will 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 Law Enforcement Success Specialist engages, empowers, and supports crimefighters. You’ll work closely with the customer success and law enforcement teams to help retailers and police get the most out of the Auror platform, ensuring they see real crime reduction results. The role focuses on working directly with police users and retail crime hubs, running training sessions, supporting new rollouts, and ensuring the platform becomes a valuable part of their operations.
Responsibilities
- Provide a great customer experience to our user community.
- Deliver an excellent experience for Auror users, 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 Engineering to troubleshoot access or technical issues and keep users connected.
- Own key processes that help users succeed, guiding them on platform usage and best practices.
- Support the Law Enforcement team in driving outcomes for partners through proactive, user‑focused engagement.
- Keep Help Center, chatbots and response materials updated with the latest product releases.
- Create helpful resources such as best‑practice guides, Help Center articles, and ongoing training materials.
- Review platform usage to identify wins, trends and opportunities, and share insights with partners and the team.
- Partner with police forces to harness shared wins and showcase meaningful outcomes.
- Recognise and encourage Auror Champions who can drive adoption within their police forces and departments.
- Work closely with 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; you anticipate needs and take initiative to add value without being asked.
- Strong problem‑solving skills and a natural ability to connect with both technology and people.
- Exceptional communication and active listening skills across all channels, including in person, phone, chat, video calls and written guides.
- A collaborative team player who thrives in a fast‑paced, dynamic environment, maintaining high quality and attention to detail.
We are looking for people who demonstrate a strong alignment to our Guiding Principles.
Benefits
- Competitive salary range: £40 000 – £49 000 per annum.
- Generous annual leave: 29 days plus public holidays.
- Employee share scheme.
- 10 paid Wellness Days per year.
- Work‑life blend and flexible schedules, including Friday afternoons off.
- Health and wellness support, including up to £375 GBP per year for expert sessions.
- Private medical insurance through Vitality.
- Comprehensive paid parental leave (12 weeks for birth parents, 6 weeks for non‑birth parents).
- Professional development support for courses, conferences and events.
- Team lunches, social events and other team‑building activities.
Equal Opportunity
Auror is committed to providing an inclusive and accessible application process. We celebrate diversity and inclusiveness regardless of race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status or age. If you need adjustments for accessibility reasons, please let us know.
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