Customer Support Manager

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 ca