Customer Experience Lead

Halter; Auckland; On-site; NZD 70,000 - 100,000; Full time

Job summary

Halter is seeking a Customer Support Shift Lead to run the floor, support our Specialists, and ensure farmers receive fast, thoughtful help. You’ll lead in real time, coaching, resolving complex issues, and using data to drive improvements across APAC and USA shifts.

This hands-on leadership role requires clear communication, empathy for farmers, and a commitment to quality customer experience, with opportunities to impact product and processes on a global scale.

Qualifications

• Experience in a customer-facing support or service role.
• Experience coaching or leading others.
• Commitment to high-quality customer experience.
• Ability to handle complex issues and guide others.
• Familiar with Intercom or Zendesk and improving workflows.
• Ability to use data to identify trends and improve outcomes.
• Clear, calm communicator who builds trust quickly.
• Able to balance ticket work with leadership responsibilities.
• Curious and improvement-minded.

Responsibilities

• Handle complex, high-impact support tickets that require judgement, empathy, and a deep understanding of farmer context.
• Support Specialists in real time, answering questions, unblocking investigations, and guiding next steps.
• Run the shift day-to-day, keeping queues flowing, priorities clear, and customers supported.
• Jump in where needed to support the team during busy periods or tricky situations.
• Coach Specialists through regular 1:1s, feedback, and quality reviews.
• Use data daily to understand volume, quality, trends, and risks across your shift.
• Escalate effectively and work closely with Product and Engineering when issues need deeper investigation.
• Share insights from customer conversations to help improve product, processes, and the overall experience.
• Spend time on farm when needed to better understand how farmers use Halter and where support can make the biggest difference.
• Contribute to proactive support initiatives like education content, risk identification, and customer outreach.
• Support clear handovers and collaboration across APAC and USA shifts.
• Help embed consistent ways of working, standards, and rhythms across the team.
• Lift team confidence and capability through calm leadership, clarity, and follow-through.

Skills

Customer support

Leadership/mentoring

Data-driven

Clear communication

Calm under pressure

Tools

Intercom

Zendesk

Job description

About the Role

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. As we scale across NZ, Australia, and the USA, great support isn’t optional—it’s critical.

We’re looking for Customer Support Shift Leads to run the floor, support our Specialists, and make sure farmers get fast, thoughtful, high‑quality help every day. Shift Leads are hands‑on leaders—deeply connected to the work, close to customers, and trusted by the team. This is a role for people who are used to being on the floor, making calls in real time and supporting both customers and teammates when it matters.

Responsibilities

• Handle complex, high‑impact support tickets that require judgement, empathy, and a deep understanding of farmer context
• Support Specialists in real time, answering questions, unblocking investigations, and guiding next steps
• Run the shift day‑to‑day, keeping queues flowing, priorities clear, and customers supported
• Jump in where needed to support the team during busy periods or tricky situations
• Coach Specialists through regular 1:1s, feedback, and quality reviews
• Use data daily to understand volume, quality, trends, and risks across your shift
• Escalate effectively and work closely with Product and Engineering when issues need deeper investigation
• Share insights from customer conversations to help improve product, processes, and the overall experience
• Spend time on farm when needed to better understand how farmers use Halter and where support can make the biggest difference
• Contribute to proactive support initiatives like education content, risk identification, and customer outreach
• Support clear handovers and collaboration across APAC and USA shifts
• Help embed consistent ways of working, standards, and rhythms across the team
• Lift team confidence and capability through calm leadership, clarity, and follow‑through

Qualifications

• Strong experience in a customer‑facing support or service role
• Experience coaching, mentoring, or leading others (formally or informally)
• A high bar for quality and customer experience
• Comfortable handling complex issues and guiding others through them
• Confident using tools like Intercom or Zendesk and improving how work flows
• Able to use data to spot trends, prioritise work, and improve outcomes
• Clear, calm communicator who builds trust quickly
• Comfortable balancing ticket work with coaching and leadership responsibilities
• Curious, improvement‑minded, and motivated to raise the standard

Inclusion Statement

Halter is committed to promoting a diverse and inclusive workplace. We encourage people from all backgrounds to apply, even if they don’t meet every requirement.