Customer Support Manager - APAC
Halter
Customer Service
Auckland, New Zealand
NZD 130k-150k / year + Equity
Posted on Dec 19, 2025
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. We’re scaling fast across NZ, Australia, and the USA, and as we grow, the demand for world-class support grows with us.
We’re 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. You’ll work closely with the Head of Customer Support and the Global Support team to evolve how support operates. As we scale, you’ll 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, you’ll lead that layer and coach both Shift Leads and Specialists to lift capability, consistency, and customer outcomes.
This is a hands-on leadership role. You’ll be deeply connected to the work, jump in when needed, and help operationalise the global strategy across APAC. You’ll 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:
- You’ve 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 that’s customer support, hospitality, healthcare, emergency services, or another real-time, people-first setting.
- You’re 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.
- You’ve led others before and know how to lift standards through clarity, coaching, and consistency. This isn’t a role where people sit behind a screen doing password resets - you’ll 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
Why our team loves working at Halter
At Halter, we’re 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 $1,000 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.
We’re 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, 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 and revolutionizing grazing with Halter. People join Halter to do meaningful work. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world. 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
If this opportunity sounds like you, please apply below by sending your cover letter explaining why you’re excited about this role and working at Halter, along with your CV.
If you think you have what it takes but don’t necessarily meet every requirement on this job description, please still get in touch. We’d love to chat to see if you’ll be an epic fit!
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.
130000 - 150000 NZD a year
