Head of Customer Support

  • Full Time Job
  • Hybrid
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 PartnersDCVCBlackbirdPromus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.
About the role
Halter is on the lookout for a Head of Customer Support! The purpose of this role is to own the end-to-end support, service delivery and customer satisfaction for farmers across New Zealand, Australia and then globally. You’ll lead a multi-regional, high-performing customer support team, who has the responsibility of troubleshooting any technical issues our farmers are facing when utilising our collars or platforms. In this role, you will be responsible for building our Customer Support strategy and taking ownership of automating our underlying processes to ensure that we are servicing our end customers as efficiently and effectively as possible.
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 a global scale, so if you have experience with this- please highlight it in your CV!
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 available for your daily flow.
    • 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.
    • Importantly, we offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.
Our Office First Approach
We do have flexible working hours and you can work from home when you need to but we encourage our team to be in the office as much as you can.
We have an office-first approach because we would like to keep the opportunity for teams to have spontaneous interactions which in turn has allowed our team at Halter to foster strong relationships. Stronger relationships make it easier to disagree, give feedback, do meaningful work and as a result be higher performing as a team.
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