Customer Success Officer

About the organisation

AMLHUB is a leading cloud-based AML compliance platform built in New Zealand, trusted by thousands of users across real estate, legal, accounting, and financial services. Designed to make anti-money laundering compliance simple, efficient, and auditable, the business is now scaling into Australia and growing fast. It is a purpose-driven team doing meaningful work in a space that matters.

About The Role

You will sit at the intersection of customer experience, product improvement, and operational efficiency. You will support clients through onboarding and early-stage adoption, analyse support data to identify trends, and work directly with the Product team to improve the platform. This is a role for someone who is equally comfortable talking to customers and digging into what the data is telling them.

Key Responsibilities

• Serve as a primary point of contact for customer onboarding and support queries
• Partner with Customer Success Managers to support client onboarding, training, and early adoption
• Analyse support tickets and customer feedback to identify trends and improvement opportunities
• Collaborate with the Product team to escalate bugs and improve platform usability
• Drive enhancements including help centre content, onboarding flows, and AI-driven support
• Develop and maintain customer-facing resources — FAQs, guides, and onboarding materials
• Build foundational knowledge in AML/CTF and CDD processes to better support clients
• Contribute to internal process improvements that lift the overall customer experience

Key attributes needed

• Background in Business Analysis, Customer Support, or Customer Success
• Strong communication skills – able to translate complex concepts clearly for clients
• Analytical mindset with the ability to spot patterns and recommend practical improvements
• Experience with Intercom, Zendesk, or similar customer support tools an advantage
• Interest in AML/CTF, compliance, or financial services highly desirable
• Highly organised, proactive, and comfortable in a fast-paced environment
• Genuine curiosity and a continuous improvement mindset

What’s In It For You

This role sits at the heart of AMLHUB’s customer experience at a genuinely exciting moment in the business’s growth. You will have direct influence on how clients experience the platform and real input into product direction. If you are analytically minded, client-focused, and want to grow inside a high-quality business, this is a strong place to do it.

Apply Now!

If this sounds like the right role for you please apply with your CV and cover letter today!