Support Lead (Systems & AI)

The Company APLYiD is a high-growth RegTech/AML compliance SaaS company. We've built and scaled AML workflow and identity verification software that's now trusted by over 1,000 clients — real estate agencies, law firms, finance companies, accountants, and more, across Australia, New Zealand, and the UK — and we're still growing fast. The Opportunity This is a chance to own something real, early in your career — not execute someone else's plan, not sit three layers back from the decisions. We've already built a lot of this well in Australia, and made real progress in New Zealand and the UK — good local tools, good local practices. What's missing is the person who pulls it all together into one excellent global system, and pushes it further with AI and automation than any one country has managed alone. That's the job: take what's already working and make it world-class, everywhere. You don't need to have done this exact job before. What we care about is that you're genuinely into AI and automation — the kind of person who tries a new tool just to see what it can do — and that you're confident and hungry enough to take real ownership of something significant early in your career. You'll have real backing to make this happen: a direct line to the GM, and support finding your feet as you go. But the building — the tools, the standards, the automation — is yours. The split you'll own support — tools, automation, AI deflection, metrics. Each country has Customer Success leads who own success — retention, expansion, the relationship. You're taking the support workload off their plate so they can focus on growing our customer base. What You'll Get Your Hands On Intercom. You'll get hands-on with our support platform end-to-end — configuration, workflows, AI/bot deflection, and reporting. If you haven't used Intercom before, you'll learn it fast, because you'll actually be building in it from day one. The metrics. You'll define what "good" looks like — deflection rate, response time, CSAT — and build the reporting that gives leadership a real view of support performance for the first time. Automation. This is where you'll make your mark fastest: finding what can be deflected or self-served, building it yourself, and constantly pushing our AI capability further. If you love experimenting with new AI tools, this is the part of the job built for you. A global playbook. Once you've found what works, you'll design the standard for how support should run everywhere and lead the rollout across NZ, Australia, and the UK. Product loop. You'll work closely with our NZ-based Product team — turning release notes into help articles ahead of launch, feeding recurring ticket themes back to them, and following through until issues are actually fixed. Who You Are Above all: curious and hungry. You see a repetitive task and think "why is this still manual." You try new AI tools on real problems without being told to. You want to build something and put your name on it, not wait for someone senior to hand you a finished process. You probably haven't built a support function before — that's expected, not a red flag. What matters is that you're confident enough to figure things out and eager to give something real a crack. Genuinely interested in AI and automation — you experiment with new tools because you want to, not because a job asked you to Comfortable with data, or keen to get comfortable fast — metrics, dashboards, trends, and turning them into action Confident communicating with people more senior or experienced than you — you'll be working with leaders across three countries Excited by a scaleup environment: real ownership, real ambiguity, and no fixed playbook Bonus: any exposure to RegTech, compliance, SaaS, or a technical/workflow-heavy product #J-18808-Ljbffr