Head of Customer Support

2 weeks 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

  • Customer Support Head

    5 days ago

    Auckland, Auckland, New Zealand Floandfrankie Full time

    Unlock Your Potential with Flo & Frankie!We're a family-owned business from New Zealand that's passionate about delivering high-quality products and outstanding customer service.We're looking for a talented professional to lead our Head Office team, driving innovation, efficiency, and customer satisfaction.Your success in this role will depend on your...

  • Head of Customer

    2 weeks ago

    Auckland City, New Zealand 84 recruitment Full time

    Are you a strategic sales **leader** with a passion for customer satisfaction and driving revenue growth? Do you thrive in a fast-paced, complex environment and have a track record of empowering engaged teams? Keep reading - 84 Recruitment is delighted to partner with this established, well-known brand to recruit their newly created **Head of Customer**...

  • Head of Customer Remediation

    3 weeks ago

    Auckland City, New Zealand Fidelity Life Full time

    Full time, permanent opportunity - Lead a cross functional team - Enjoy a flexible working environment **The opportunity**: As New Zealand’s largest locally owned and operated life insurer we have a clear, winning aspiration, built around transforming our industry through a customer lens and we're looking for an exceptional **Head of Customer...

  • Head of Customer Experience

    1 week ago

    Auckland, Auckland, New Zealand Rentokil Pest Control South Africa Full time

    Rentokil Initial is seeking a dynamic and experienced Head of Customer Experience to lead our customer service function in New Zealand and Fiji. This senior leadership role is responsible for driving the strategic direction, operations, and performance of our customer service team, ensuring exceptional customer experiences across all channels.Key...

  • Head Medical's Consultant Orthogeriatrician Vacancy

    2 days ago

    Auckland, Auckland, New Zealand Head Medical Full time

    Working with Us:At Head Medical, we value our employees' contributions and offer a supportive environment that promotes growth and skill development.We believe in fostering a culture that encourages innovation, collaboration, and excellence in everything we do.As a Consultant Orthogeriatrician with our team, you will have the opportunity to work with...

  • Head of Customer

    1 hour ago

    Auckland, Auckland, New Zealand Pinnacle Life Full time

    We're looking for a Head of Customer to lead and shape our customer experience strategy — from sales and onboarding to service and retention. This role is pivotal in driving a culture of continuous improvement, ensuring we're delivering exceptional experiences that meet and exceed customer and partner expectations.You'll oversee the Customer, Sales, and...

  • Head of Customer Product

    2 weeks ago

    Auckland City, New Zealand TheMarket Full time

    Company Description At TheMarket, we are passionate about the brands, our merchants and our customers - from selecting authentic alignments to tell great stories, creating the best curated product range to excite our customers or delivering an omnichannel customer experience from click to delivery. A key operational leadership role within our Product and...

  • Head of Customer Service

    2 weeks ago

    Auckland City, New Zealand Keller Executive Search Full time

    We are seeking a Head of Customer Service based in Auckland, New Zealand, to lead their internal Customer Service team based in Auckland. As the Head of Customer Service, you will be responsible for ensuring a high level of customer satisfaction and delivering exceptional service to their valued clients. **Responsibilities**: - Lead, mentor, and develop...

  • Head of Onboarding and Customer Credentials

    19 hours ago

    Auckland City, New Zealand BNZ Full time

    **Ko mātou tēnei | This is Us** Here at BNZ, it's about more than just banking. We mahi (work) together in an agile, energising environment to create innovative solutions though our promise 'If you can imagine a better future, let's find a way'. We are looking for a Head of Onboarding & Customer Credentials to join our Everyday Banking Domain team. This...

  • Head of Customer Support

    3 days ago

    Auckland, Auckland, New Zealand Xero Full time

    About the TeamOur Customer Experience team is dedicated to providing exceptional support to our customers. We are passionate about delivering outstanding, empathetic service and champion high levels of customer satisfaction via all contact channels.Key AccountabilitiesPlay a key role in change leadership, ensuring changes are well understood and...

  • Head of Delivery Customer Migrations

    2 weeks ago

    Auckland City, New Zealand RWA Technology People Full time

    Highly visible role in the organisation - Frequent travel to Australia every 5 weeks - Albany location, hybrid working conditions 2:3 Our client is looking for someone who has lived and breathed their career, not someone whose career just happened. This is a highly visible role in the organisation that will interact across everyone in the business. It...

  • Head of Engagement and Support

    2 weeks ago

    Wellington City, New Zealand New Zealand Police Full time

    **Head of Engagement and Support (ICT), it starts with you!** - **Based at Police College Porirua / National Headquarters, Wellington**: - **Grade 23**: - **Office of Constable / Police Employee**: - **Permanent, Full Time**: - **JR 4582405** **Mō te tūnga | About the role** The purpose of the Information and Communications Technology (ICT) group is...

  • Head of Customer Marketing

    3 weeks ago

    Auckland City, New Zealand Goodman Fielder Full time

    Goodman Fielder is a leading global food company committed to making everyday food better for everyone. We own a host of iconic brands that generations of people have grown up with and put in their supermarket trolleys every week including Vogels, Meadow Fresh, Molenberg, Puhoi Valley, Fortune and Edmonds to name a few. We also supply key ingredients to our...

  • Head of Technology

    2 weeks ago

    Auckland City, New Zealand Robert Half Full time

    **The Company** With almost two decades of operational experience, our client is an established and reputable player in the Managed Services sector. They are now actively looking for a proven Head of Technology to add to an already talented team of technical experts. The company prides itself on cultivating a collaborative customer focused approach centered...

  • Head of Principal Gifts

    3 weeks ago

    Auckland City, New Zealand University of Auckland Full time

    **Job Description**: **Waipapa Taumata Rau** **| The University of Auckland** The University of Auckland occupies a unique position in Aotearoa New Zealand and the Asia-Pacific. It is New Zealand’s largest university with over 40,000 students and an international centre of learning and academic excellence. The University of Auckland is the largest...

  • Head of Principal Gifts

    2 weeks ago

    Auckland City, New Zealand University of Auckland Full time

    **Job Description**: **Waipapa Taumata Rau** **| The University of Auckland** The University of Auckland occupies a unique position in Aotearoa New Zealand and the Asia-Pacific. It is New Zealand’s largest university with over 40,000 students and an international centre of learning and academic excellence. The University of Auckland is the largest...

  • Head of Customer Engagement

    2 weeks ago

    Auckland City, New Zealand Kiwibank Full time

    Lead the contact centre remote workforce and build a strong culture of customer performance. - Motivate, inspire, and influence those around you to achieve/exceed targets and expectations - and then take time out to celebrate success. - Provide guidance, support and coaching to develop the leadership capability in your teams. - Be committed to continuous...

  • Specialist Paediatric Anaesthesia Role at Head Medical

    4 days ago

    Auckland, Auckland, New Zealand Head Medical Full time

    Job Overview">We are seeking a highly skilled Paediatric Anaesthetist to join our team at Head Medical. The role involves contributing to care across the full spectrum of surgical disciplines in children, excluding paediatric cardiac surgery.">The ideal candidate will have FANZCA (or equivalent) certification, post-fellowship training or experience in...

  • Professor and Deputy Head of School, Science

    2 weeks ago

    Auckland City, New Zealand Auckland University of Technology Full time

    **Bring **your innovative energy and vision to help develop Science at AUT**: - **Lead collaboration, research and teaching across disciplines**: - ** Seeking academic expertise in the **biomedical science, medical diagnostics or related-biology fields** As one of the world's top 50 young universities and New Zealand's newest, Auckland University of...

  • Customer Support Professional

    5 days ago

    Auckland, Auckland, New Zealand Youngman Richardson Co Ltd Full time

    At Youngman Richardson Co Ltd, we are seeking a highly skilled Customer Support Professional to join our North Shore Head Office team.Key ResponsibilitiesDeliver exceptional customer service across various channels, providing knowledgeable assistance and promptly addressing complaints or queries.Support the sales team with their daily activities, maintaining...