Customer Support Manager APAC
Share
Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
8 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. Were scaling fast across NZ Australia and the USA and as we grow the demand for world-class support grows with us.
Were looking for a Customer Support Manager to lead and grow our APAC support operations and anchor our global support model from right here in New Zealand. 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. Youll work closely with the Head of Customer Support and the Global Support team to evolve how support operates. As we scale youll support the hiring and onboarding of a leadership layer of Shift Leads and Specialists and help build the frameworks expectations and rhythms that set the team up for success. Once in place youll lead that layer and coach both Shift Leads and Specialists to lift capability consistency and customer outcomes.
This is a hands-on leadership role. Youll be deeply connected to the work jump in when needed and help operationalise the global strategy across APAC. Youll work shoulder-to-shoulder with Product Engineering Account Managers Territory Managers and our USA support team turning insight into action and action into great farmer experiences. This is an opportunity to help build and lead the APAC support engine for one of the most transformative companies in agriculture.
What your day could look like:
- Work with the Head of Customer Support as we hire and onboard the Shift Lead layer helping shape expectations rhythms and ways of working for a growing team
- Coach and develop Support Specialists and future Shift Leads to lift capability confidence and consistency across APAC
- Spend time on farm to deeply understand farmer workflows challenges and how support can lift the end-to-end experience
- Ensure farmers receive fast world-class high-quality support across all channels stepping in when needed to handle complex or high-impact issues
- Execute the global support strategy across APAC turning strategy into clear repeatable daily operations
- Strengthen feedback loops with Account Managers and Territory Managers to align ownership and improve customer outcomes
- Collaborate with Product and Engineering to escalate effectively and surface insights that drive improvements
- Own regional KPIs including CSAT response times quality and cost to serve
- Use data daily to understand trends prioritise work identify risks and lift team performance
- Build and maintain reporting that highlights trends risks and opportunities for smarter ways of working
- Work with the AI team to improve automation quality and ensure seamless transitions from AI to humans
- Help prepare the foundations for future 24/7 coverage - workflows playbooks frameworks - and contribute to building a model that scales smoothly
- Coordinate APAC - USA support coverage and ensure a seamless customer experience across regions
- Lead proactive support initiatives including education content risk identification and customer outreach
- Continuously lift the standard of support through clarity coaching and operational improvements
This is for you if:
- Youve worked in an environment where issues are meaningful decisions need to be made quickly and people rely on you to stay calm and make good calls - whether thats customer support hospitality healthcare emergency services or another real-time people-first setting.
- Youre customer-obsessed and experience-obsessed. You care deeply about how things feel for the person on the other end you pay attention to context and you naturally think about the moments that matter most.
- Youve led others before and know how to lift standards through clarity coaching and consistency. This isnt a role where people sit behind a screen doing password resets - youll be solving meaningful problems for farmers understanding real on-farm workflows and helping a team deliver support farmers genuinely feel.
- Experience leading mentoring or supporting others in a fast-moving environment
- Strong judgement and comfort making decisions when priorities shift
- A high bar for quality and customer experience
- Comfortable supporting complex issues and guiding others through them
- Clear calm communicator who builds trust quickly
- Able to move between hands-on problem-solving and leadership in the same day
- Curious improvement-minded and motivated to keep raising the standard
$130000 - $150000 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.
Required Experience:
Manager
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.
