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Global Support Lead
Full-time
Global Support Lead
Location:
Auckland, NZ
Reports to:
GM Australia
Direct report:
1 (ANZ Support)
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. Our customers rely on us to meet real regulatory obligations, which means what we build (and how we support it) matters.
The Opportunity:
We're an established, growing business across three markets, but our support function doesn’t have a true owner. NZ, Australia, and the UK each run their own way, with their own processes and their own standards. This approach works for now, but it means we don't have one global view of how we're performing, and our best practices in one market aren't reaching the others.
That's the opportunity here - take three good but disconnected support operations and turn them into one excellent global one. You're not fixing something broken, you're unifying something that's already working locally into something far stronger globally, and using AI to automate as much as possible while still ensuring our customers value our support. Few roles offer this much scope this early - you'll own the tools, the standards, and the AI strategy for support across three countries.
The split:
You own customer
support
tools, automation, AI deflection, processes, help centres, and more
Each country then has Customer Success leads who own customer
success
retention, expansion, the relationship. You're taking the support workload off their plate so they can focus on that and truly grow our customer base. Of course, fantastic customer support is critical to growing the base, so you’ll work closely with these CS leads.
Each region then has a support specialist to answer tickets that AI cannot resolve.
What You'll Own:
Intercom –
You'll own our support platform end to end across every market we operate in - configuration, workflows, AI deflection, and reporting – building the single source of truth we need
The metrics –
You'll be responsible for our AI deflection rate, response time, CSAT and more, and give leadership a real, consistent, trustworthy view of support performance across the globe
Automation –
This is where you'll make your mark fastest: finding what can be deflected or self–served, building it, and continuously pushing our AI and automation capability further
A global playbook –
You'll design the standard for how support should run everywhere, then lead the rollout across NZ, Australia, and the UK, turning three good local operations into one excellent global one
ANZ Support Specialist –
You'll directly manage and develop our ANZ Support Specialist, building the local team that anchors your global rollout
UK relationship –
You won't manage the UK team directly, but you'll be the one bringing them onto the same tools and standards
Product feedback 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 the issues are actually fixed.
Who You Are:
Above all - curious.
You see a repetitive ticket and think "why is this still happening". You try new AI tools on real problems without being told to. This role has no fixed playbook – you'll need to go find the next thing to fix, and you'll enjoy that.
Happy to get your hands dirty – this role is about doing, not just directing. You'll be building workflows and automations yourself, not just briefing someone else to do it.
Hands on with a modern support platform (Intercom preferred) and real AI/deflection experience
Comfortable with data – metrics, dashboards, trends, and turning them into action
Love to collaborate with internal teams – product, customer success, sales, operations and more
Some people management experience
Excited by the challenge of unifying different ways of working into one global standard
Hungry to learn more and make an impact
