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Job description
Company Overview
APLYiD is a rapidly expanding RegTech and Anti-Money Laundering (AML) compliance SaaS provider, trusted by over 1,000 clients including real estate agencies, law firms, finance companies, and accountants across Australia, New Zealand, and the UK.
Role Summary
This role offers a unique opportunity to take early ownership of a critical global support system. Instead of following established routines or working behind layers of management, you will unify and elevate the current tools and processes into a world-class support service enhanced by artificial intelligence and automation across multiple countries.
Responsibilities
- Manage and optimize the Intercom support platform including set-up, workflow management, AI-driven deflection, and performance reporting.
- Establish and track key support success metrics such as deflection rates, response times, and customer satisfaction scores, providing leadership with insight into support effectiveness.
- Design and implement automation solutions to reduce manual interactions by identifying self-service opportunities and advancing AI capabilities.
- Create and standardize a global support playbook, facilitating its deployment throughout New Zealand, Australia, and the UK.
- Collaborate closely with the product team to prepare customer help content for new releases and relay recurring issues to ensure resolutions.
Desired Candidate Profile
- Curious and motivated individual who questions manual repetitive processes and proactively experiments with AI tools.
- Self-starter willing to take genuine ownership and develop support functions from the ground up.
- Strong interest in AI and automation technologies, with a passion for testing new solutions independently.
- Comfortable with or eager to learn data analysis techniques including metrics, dashboards, trend identification, and data-driven decision making.
- Capable of effective communication with senior stakeholders across multiple countries.
- Adaptable to a scaleup environment characterized by ambiguity and lack of predefined procedures.
- Additional advantage given to candidates with any background in RegTech, compliance, SaaS, or technically oriented workflow products.