NZ Customer Support Lead
Halter
Customer Service
Auckland, New Zealand
Posted on Jun 12, 2025
About the role
We’re looking for someone to lead and grow Customer Support in New Zealand. You’ll run the team, work alongside Account Managers, Territory Managers, US support, and the AI crew, and make sure we show up for farmers in the best way.
This is a leadership role, but you won’t just be overseeing the work - you’ll be in it too. You’ll jump on tickets, handle the tough stuff, and help shape how support runs as we scale.
You lead from the front. You bring energy, clarity, and pace. You know when to follow the playbook, when to break it, and when to write a better one. You coach your team to do their best work, but you’re always ready to get stuck in yourself.
You care about outcomes, not just metrics. KPIs matter, but so does knowing when to step outside the lines, listening well, making people feel heard, and doing what’s right for customers and teammates.
We’re on a mission to make farming more productive and sustainable across 50% of the world’s usable land. Every ticket you solve, every teammate you grow, and every process you improve helps farmers get the most from Halter, and backs the people feeding the world.
What your day could look like
- Lead the NZ support function - ensuring we deliver fast, accurate, and high-quality support every day
- Be active in the queue - handle complex tickets and set the standard for how we support
- Coach the team and track performance - help individuals grow, lift capability, and keep raising the bar
- Own high-priority escalations - work alongside US Support, Onboarding, Product, and Engineering to resolve issues quickly and well
- Build strong feedback loops with Account and Territory Managers - align on escalation points and shared ownership of customer outcomes
- Own and act on key KPIs - CSAT, first response time, handling time, time to close, and cost to serve
- Report, analyse, and improve - own weekly and monthly reporting, use data to surface trends, prioritise what matters, and drive smarter ways of working
- Collaborate with the AI team to improve automation quality and ensure that handovers from the AI agent to human support are seamless and helpful
- Lead proactive support - spot risks early, identify what customers need, and choose the right tools to meet them: content, webinars, education, or direct support
- Stay closely aligned with the US team - share insights, manage cross-timezone support, and operate as one team
- Scale the team - recruit, onboard, and develop NZ-based specialists who deliver consistent world-class support
Who we’re looking for
- A deep passion for helping farmers succeed. Experience and knowledge of dairy farm systems is a must-have.
- Experience working with enterprise customers, navigating complex accounts and expanding value over time.
- Strong ability to work cross-functionally.
- A phenomenal attitude and a team player with the ability to consistently overcome challenges.
- The ability to thrive in a dynamic, fast-paced working environment with a high degree of autonomy.
- A hunger for success and personal growth to be able to evolve quickly alongside a world-class sales team.
Why our team loves working at Halter
- Dedicate yourself to solving real-world problems alongside an epic team in a culture designed around growth.
- A genuine and shared connection to our mission to make a difference in the world.
- The pride of joining an iconic New Zealand technology company. The excitement, risk, and reward of a high-growth technology scale-up on the global stage.
- Our ideas are truly valued, we are able to move fast, and our impact is real.
- State-of-the-art, dog-friendly office that’s been thoughtfully designed right in the heart of Auckland city. Did we mention dogs and cows?
- Healthy body, healthy mind. We’re partnered with Southern Cross Health Insurance to support your well-being.
- We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.
- Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.
- Our time to recharge is valued, we’re offered wellness leave and unlimited paid annual leave.
- We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.
- Delicious snacks and drinks are available for your daily flow.
Our Office First Approach
There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams.
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. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical.
We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter.
Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other.
About Halter
At Halter, we’re 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. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.
Join our team
Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit!
If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch!
Please also feel free to check out the careers page for more information on working at Halter and don't forget to follow us on LinkedIn & Instagram.
