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.

About you

• Previous experience in a 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 do not hesitate to let us know during the application process. We will work with you to identify adjustments that will allow you to perform at your best.

• 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 their 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.

What are the next steps?

If you’re excited about our mission and you have the experience and a passion for this role, please hit “Apply”.

If you’re not sure that you tick all the boxes but feel you’re close to what we’re looking for, please apply anyway! We’re proud that Auror is a place where everyone can learn and grow so we’d love to hear from you.

You'll be asked to submit a cover letter as part of your application. While this is optional we do encourage it, as we find cover letters can tell a story that resumes alone often cannot. Our hiring team love to understand what attracted you to this role and why you are excited about the opportunity to join Auror.

Once you apply, you’ll hear from us to acknowledge your application. If you have questions about any of the above, or if you have any accessibility requirements, we’ll be able to help you from there.