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Head of Customer Support

4 months ago

Auckland City, New Zealand Halter Full time

The future of food production hinges on an important question: How do we feed the world’s growing population without compromising our natural resources? Farmers feed our population and hold the keys to vital climate solutions. At Halter, we’re on a mission to enable farmers to run the most productive and sustainable farms. Farmers are using Halter to break free from the time-intensive constraints of conventional farming. They’re growing more grass, increasing milk production and improving the health and wellbeing of their cows.

We bridge deep tech into farming. Halter enables farmers to remotely shift, virtually fence and proactively monitor their cows’ health and behaviour. Can you imagine watching 500 dairy cows turn in unison and walk calmly towards the milking shed? No quad bikes, no dogs, no fences. Just a mob of cows walking at their own pace. People say it looks like magic. Our customers are revolutionizing farming with Halter. It's changing lives and transforming an industry.

People join Halter because they want 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.

**About the role**

Halter is on the lookout for a Head of Customer Support You’ll have the opportunity to work in a multi-regional, high performing customer success team, being responsible for building our customer support strategy and implementing that to engage with our customers.

We want people that are obsessed with helping our farmers to be successful. Our user base is a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every company has them).

Don’t be surprised if no two days look the same. You will spend most of your time building a support platform fit for global scale, while leading a small but growing team of support specialists.

**What your day could look like**:

- Designing and creating the support function at Halter and driving our support strategy in collaboration with the Customer Success team
- Leading, mentoring, organising and growing a team of exceptionally talented and driven Support Specialists
- Defining key support metrics and ensuring they are tracked and integrated with tools across other internal teams
- Driving improvements in response times and customer satisfaction within your team and across the entire customer support space
- Supporting the development and overseeing customer knowledge bases and online communities
- Detecting emerging trends in customer experience, drivers of customer action, change in the agent experience and articulating those qualified insights across stakeholder groups for strategic action.
- Developing and improving our processes, policies, and team values
- Influencing the direction of Halter, the product. The Customer Support team collects feedback from users on a large scale. You will lead and participate in cross-functional projects with product engineering and design, marketing, and sales acting as an advocate for both the customer and Halter

**Who are we looking for?**:

- 5+ years experience working in a customer support/service capacity, in a SaaS or technology company highly desired
- 1-2 years experience working in a role where you directly lead and managed people
- Strong communication and interpersonal skills and the ability to motivate and inspire are a must
- Solid comprehension of statistics and ability to recognise patterns in data and provide recommendations based on those patterns
- Experience working end-to-end within a technical escalation process, from customer requests to engineering.
- Have strong project/program management skills — you are a highly structured organiser and facilitator and are energized by bringing order to chaos
- Experience with the Intercom platform is a bonus, but not a requirement

**Why our team loves working at Halter**:

- A genuine and shared connection to our mission to make a difference in the world.
- The excitement, risk, and reward of a high-growth technology scale-up.
- The pride of joining an iconic New Zealand technology company growing successfully on the global stage.
- The opportunity to work with and grow together with an enthusiastic, and highly gifted team with diverse backgrounds.
- The opportunity to supercharge your career in a supportive and caring environment.
- Our ideas are truly valued, we are able to move fast, and our impact is real.
- Delicious snacks and drinks are availab