Customer Support Shift Lead APAC
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Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Halter is reshaping the future of livestock farming. Our collars and software let farmers move and manage animals with a swipe of their phone - no bikes no fences no stress. As we scale across NZ Australia and the USA great support isnt optional - its critical.
Were looking for Customer Support Shift Leads to run the floor support our Specialists and make sure farmers get fast thoughtful high-quality help every day. Shift Leads are hands-on leaders - deeply connected to the work close to customers and trusted by the team. This is a role for people who are used to being on the floor making calls in real time and supporting both customers and teammates when it matters.
Farming and ranching are 24/7 365 days a year and New Zealand will become the true core of our global around-the-clock support strategy.
This role operates on a 4 days on 3 days off rotating shift pattern.
This is not a role where you sit back and manage from a distance. Youll spend most of your time in the queue solving meaningful problems for farmers and setting the standard for how support should feel. The rest of your time goes into coaching 1:1s quality reviews and keeping the shift running smoothly. Youll work closely with the Customer Support Manager other Shift Leads and teams across Halter to deliver a support experience farmers genuinely trust. This isnt a role about ticking boxes or handling simple requests. Youll be dealing with real-world complexity supporting farmers on tough (and good) days and helping your teammates do their best work.
What your day could look like:
- Handle complex high-impact support tickets that require judgement empathy and a deep understanding of farmer context
- Support Specialists in real time answering questions unblocking investigations and guiding next steps
- Run the shift day-to-day keeping queues flowing priorities clear and customers supported
- Jump in where needed to support the team during busy periods or tricky situations
- Coach Specialists through regular 1:1s feedback and quality reviews
- Use data daily to understand volume quality trends and risks across your shift
- Escalate effectively and work closely with Product and Engineering when issues need deeper investigation
- Share insights from customer conversations to help improve product processes and the overall experience
- Spend time on farm when needed to better understand how farmers use Halter and where support can make the biggest difference
- Contribute to proactive support initiatives like education content risk identification and customer outreach
- Support clear handovers and collaboration across APAC and USA shifts
- Help embed consistent ways of working standards and rhythms across the team
- Lift team confidence and capability through calm leadership clarity and follow-through
This is for you if:
- Strong experience in a customer-facing support or service role
- Experience coaching mentoring or leading others (formally or informally)
- A high bar for quality and customer experience
- Comfortable handling complex issues and guiding others through them
- Confident using tools like Intercom or Zendesk and improving how work flows
- Able to use data to spot trends prioritise work and improve outcomes
- Clear calm communicator who builds trust quickly
- Comfortable balancing ticket work with coaching and leadership responsibilities
- Curious improvement-minded and motivated to raise the standard
$90000 - $120000 a year
Why our team loves working at Halter
At Halter were committed to creating an environment where people thrive. We offer unlimited paid annual leave as well as additional wellness days. Each year every team member receives a $1000 self-development budget to invest in whatever fuels their personal growth.
We offer six months of fully paid leave for primary caregivers and four weeks of fully paid leave for secondary caregivers along with a range of additional family-friendly benefits. To support your wellbeing we offer subsidised health insurance through Southern Cross.
And finally everyone at Halter is an owner. Every employee is part of our stock ownership plan; when we succeed you share in that success.
Our office-first approach
Being office-first is a core pillar of our culture. We believe in-person connections are key to driving your own growth learning impact and building genuine long-lasting relationships.
Were office first not office only. This means that working from the office every day is our default setting but we flex when needed. Your growth learning and impact are truly unlimited here and a big part of that comes from being together solving problems innovating building context and constantly learning from each other.
We have a state-of-the-art dog-friendly office in the heart of Auckland City and a test farm in Morrinsville. Delicious snacks and drinks are readily available.
About Halter
At Halter were on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices and revolutionizing grazing with Halter. People join Halter to do meaningful work. Our team out-think out-work and out-care. Were committed to delivering real change in the world. Were backed to deliver on a mission that matters by Tier 1 investors includingBessemer Venture PartnersDCVCBlackbirdPromus Ventures Rocket Labs Peter Beck andIcehouse Ventures.
Join our team
If this opportunity sounds like you please apply below by sending your cover letter explaining why youre excited about this role and working at Halter along with your CV.
If you think you have what it takes but dont necessarily meet every requirement on this job description please still get in touch. Wed love to chat to see if youll be an epic fit!
Feel free to check out thecareers pagefor more information on working at Halter and dont forget to follow us onLinkedIn&Instagram.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Manage your pasture, virtually fence and shift your cows, monitor their health and detect heats. All through solar-powered collars and an easy-to-use app. Trusted by over 1000+ farmers.
