Customer Support Manager - AgTech / Tecnología Agrícola

Icehouseventures; Buenos Aires; Presencial; ARS 125.352.091 - 176.967.658; Jornada completa

Descripción de la vacante

Halter is seeking a LATAM Support Lead based in Argentina to build and lead our first regional support team. You will hire, onboard, and coach Specialists, set performance standards, and cultivate a high‑performing culture aligned with Halter’s values.

You will stay connected with ranch producers and field teams to understand workflows, improve the end‑to‑end experience, and drive proactive, data‑driven support across LATAM.

Formación

• 3+ years experience leading teams in a customer‑facing environment.
• Full professional fluency in Spanish and English.
• A builder's mentality with comfort in zero-to-one work.
• Proven track record of owning outcomes beyond task execution.
• Understanding of ranching or livestock industry in SA is a plus.
• Strong judgment and quality‑driven mindset.
• Ability to switch between hands‑on problem solving and leadership.
• Clear, calm communication that builds trust quickly.
• Curiosity and improvement mindset; aligns with a global org.

Responsabilidades

• Build and lead the LATAM support team; hire, onboard, and develop first specialists.
• Drive performance via coaching, routines, and accountability.
• Create a high‑performance culture reflecting Halter's standards.
• Spend time with ranch producers to understand workflows and challenges.
• Collaborate with field teams to improve customer experiences with support.
• Handle complex issues and coach the team through them.
• Represent the region in internal conversations and product feedback.
• Lead proactive support initiatives including education content and outreach.
• Raise the bar on support quality and efficiency.

Conocimientos

People leadership

Customer success

Bilingual Spanish/English

Decision making

Ambiguity tolerance

Quality focus

Communication

Independent work

Herramientas

Intercom

Salesforce

Descripción del empleo

Responsibilities

Build and lead the LATAM support team

• Hire your team: Hire, onboard, and develop Halter's first Support Specialists in South America, in line with growth plans.
• Drive performance: Set clear expectations and drive performance through team routines, coaching, and accountability.
• Set the culture: Build a high-performance culture from day one – one that reflects Halter's standards and serves the region well.

Stay close to customers and the field teams

• Get on ranch: Spend time on ranch with producers to deeply understand their workflows, challenges, and how Support can lift the end-to-end experience.
• Partner with the field team: Spend time with the field team to understand their customers' experiences with support, and use those insights to keep improving.
• Step in when it counts: Step in on complex or high-impact customer issues, and use those moments to coach the team.
• Champion the region: Carry the voice of the South American producer and their animals into every internal conversation – you're the region's advocate.

Own performance and operations

• Run daily operations: Execute the global support strategy across LATAM, turning strategy into clear, repeatable daily operations.
• Own the numbers: Own regional KPIs including CSAT, response times, quality, and cost to serve.
• Use data: Use data daily to understand trends, prioritise work, improve the customer experience, identify risks, and lift team performance.
• Build reporting: Build and maintain reporting that highlights trends, risks, and opportunities for smarter ways of working.
• Stay aligned with the field: Work closely with Territory Managers and Account Managers to stay aligned on customer health and act fast when things need attention.
• Drive proactive support: Lead proactive support initiatives including education content, risk identification, and customer outreach.
• Raise the bar: Continuously lift the standard of support through clarity, coaching, and operational improvements.

Partner with the global Customer team to build for the region

• Lean on global: Partner with global Customer leaders who have built support operations in New Zealand, Australia, and the US – and feed your learnings back into the global playbook.
• Feed back to Product: Provide feedback to Product and Engineering grounded in regional context, trends, and escalation patterns – a key part of how we make Halter work for South America.
• Represent the region: Represent the voice of the South American customer in global planning, forecasting, and improvement work.
• Improve the AI: Work with the AI team to improve automation quality and ensure seamless transitions from AI to human support and optimisation of daily workflows for both customers and the support team.

Qualifications

• 3+ years experience leading and developing teams in a customer‑facing environment – support, operations, hospitality, or anywhere people and quality outcomes matter.
• Full professional fluency in Spanish and English – you're equally comfortable switching between both.
• A builder's mentality: comfortable with ambiguity and energised by standing things up from zero.
• A track record of owning outcomes, not just executing tasks.
• An understanding of the ranching or livestock industry – ideally with familiarity across the South American beef or dairy sector in Argentina, Uruguay, or Brazil.
• Strong judgment and comfort making decisions when priorities shift.
• A high bar for quality and customer experience.
• The ability to move between hands‑on problem‑solving and leadership in the same day.
• Clear, calm communication that builds trust quickly.
• Curiosity and an improvement mindset – you're always looking for ways to raise the standard.
• Confidence operating independently while staying aligned with a global organisation.

Nice to haves

• Experience launching or scaling a new market, region, or 0‑to‑1 motion.
• Startup or high‑growth environment experience.
• Familiarity with tools like Intercom, Salesforce, or similar systems.
• Experience working in ag‑tech.
• Experience working with hardware products or field‑deployed technology.
• Portuguese language skills.