Global Support Lead

About the Company

APLYiD is a fast-growing RegTech and AML compliance SaaS provider. Our identity verification and AML workflow platform supports over 1,000 clients, including real estate agencies, law firms, finance companies, and accountants across Australia, New Zealand, and the UK. Our solutions help customers meet strict regulatory requirements, making the quality of our product and customer support crucial.

Role Objective

We have support functions in New Zealand, Australia, and the UK, each operating independently with unique processes and standards. This role's mission is to unify these regional support teams into a cohesive, high-performing global operation. You will lead the strategy for support tools, standards, and AI automation across these markets, integrating best practices and elevating global support efficiency.

Key Responsibilities

• Lead ownership and end-to-end management of the Intercom support platform across all regions, including configuration, workflows, AI-powered deflection, and performance reporting.
• Define and monitor key performance metrics like AI deflection rate, response times, and customer satisfaction scores to provide reliable global insights to leadership.
• Identify and develop automation and self-service solutions to improve customer support efficiency and push AI capabilities forward.
• Create a unified global support playbook and oversee its rollout to harmonize operations in New Zealand, Australia, and the UK.
• Directly manage the ANZ Support Specialist, providing guidance and building a local team as the foundation for the global support structure.
• Collaborate with the UK team to align them with global tools and processes, although not managing them directly.
• Work closely with the product team to prepare help articles based on upcoming releases, capture recurring support issues, and ensure solutions are implemented effectively.

Candidate Profile

• Naturally inquisitive and proactive in addressing repetitive support issues by exploring new AI tools and solutions independently.
• Willing to be hands-on in building workflows and automations rather than delegating tasks.
• Experienced with modern support platforms, preferably Intercom, with practical AI/deflection implementation skills.
• Comfortable analyzing data and metrics to identify trends and translate them into actionable improvements.
• Strong collaborator able to work effectively with cross-functional teams such as product, customer success, sales, and operations.
• Some experience in people management.
• Motivated to unify diverse support processes into a globally consistent standard.
• Eager to learn and make a measurable impact.