Law Enforcement Success Specialist
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.
In partnership with our leading retail partners, we need people with the passion, determination, and innovation required to overcome one of the world's largest problems. If you’re looking to make a difference with and for the people dedicated to stopping crime, for good, then we want you on our team.
We're also embracing the potential of AI to supercharge our impact - whether that's enhancing the way we detect trends, support our customers, or improve internal workflows. As a company, we're committed to responsibly incorporating AI into how we work and what we build, and we encourage all Aurors to be curious about how AI can elevate their work, regardless of role or function.
Law Enforcement Success Specialist
Customer Success at Auror is high impact. As we partner with police forces across the country, a lot of our time is spent on 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. And we are incredibly successful in doing this.
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.
Your 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
The role reports to Paul Fagg, Director Law Enforcement Partnerships.
I joined Auror from UK policing as I could see the positive impact they were having in the fight against retail crime. Hearing first hand from retailers how Auror is protecting their colleagues and stores was inspiring. I feel proud to work for a company that creates an environment that allows me and my incredible colleagues to thrive.
Outside of Auror I love spending time with my growing family, keeping fit and healthy and playing sports.
I am excited to work with people who are looking to unlock their full potential and use their drive and initiative to achieve the unachievable.