📍 Job Overview

Job Title: NZ Customer Support Lead
Company: Halter
Location: Auckland, Auckland, New Zealand
Job Type: On-site
Category: Customer Support & Success
Date Posted: 2025-06-12
Experience Level: 5-10 years

🚀 Role Summary

Lead and grow the Customer Support team in New Zealand, driving high-quality support and customer satisfaction.
Collaborate cross-functionally with Account Managers, Territory Managers, US Support, and the AI team to resolve complex issues and improve support processes.
Coach and develop team members to enhance their skills and performance, fostering a culture of continuous improvement.
Own and act on key KPIs such as CSAT, first response time, handling time, time to close, and cost to serve to drive support excellence.
Proactively manage high-priority escalations and build strong feedback loops with internal teams to ensure customer needs are met.

📝 Enhancement Note: This role requires a strong customer focus, excellent leadership skills, and the ability to thrive in a dynamic, fast-paced environment. The ideal candidate will have a deep passion for helping farmers succeed and experience with dairy farm systems.

💻 Primary Responsibilities

Lead and manage the NZ Customer Support team, ensuring consistent, high-quality support is delivered daily.
Handle complex tickets and set the standard for customer support, demonstrating exceptional problem-solving skills and product knowledge.
Coach and develop team members, providing regular feedback and helping them grow professionally.
Own and act on key KPIs, using data to identify trends, prioritize improvements, and drive better outcomes for customers and the team.
Collaborate cross-functionally with internal teams to resolve complex issues, improve processes, and ensure customer needs are met.
Proactively manage high-priority escalations and work alongside US Support, Onboarding, Product, and Engineering to resolve issues quickly and effectively.
Scale the team by recruiting, onboarding, and developing NZ-based specialists who deliver consistent, world-class support.
Build strong feedback loops with Account and Territory Managers, aligning on escalation points and shared ownership of customer outcomes.

📝 Enhancement Note: This role demands a balance of leadership, hands-on support, and data-driven decision-making. The ideal candidate will be comfortable working in a fast-paced environment and have a proven track record of driving customer success in an enterprise setting.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in a customer support, operations, or related field.

Experience: Proven experience (5-10 years) in leading customer support teams, ideally in an enterprise or B2B environment, with a strong focus on dairy farming or agriculture.

Required Skills:

Proven leadership and team management skills
Excellent communication and interpersonal skills
Strong problem-solving abilities and attention to detail
Experience working with enterprise customers and navigating complex accounts
Familiarity with dairy farm systems and enterprise-level customer support software
Data-driven mindset and proficiency in using KPIs to improve support performance
Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities

Preferred Skills:

Experience working with remote or globally distributed teams
Familiarity with AI-driven customer support tools and automation workflows
Knowledge of Agile methodologies and project management tools
Experience with customer support ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Management)

📝 Enhancement Note: The ideal candidate will have a deep passion for helping farmers succeed and a strong commitment to driving customer success. Experience in dairy farming or agriculture is highly desirable, as is a proven track record of leading high-performing customer support teams in an enterprise setting.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: NZD 120,000 - 150,000 per annum (Based on experience and qualifications)

Benefits:

Fully Paid Parental Leave
Self-Development Budget ($1,000 per year)
Wellness Leave
Unlimited Paid Annual Leave
Health Insurance (Southern Cross Health Insurance)
Employee Stock Ownership Plan
Delicious snacks and drinks available daily

Working Hours: Full-time (40 hours per week), with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: The salary range provided is based on market research for similar roles in New Zealand, considering the level of experience required and the regional cost of living. Halter offers a competitive benefits package designed to support the well-being and growth of its employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, with a focus on agriculture and animal welfare.

Company Size: Medium (100-250 employees)

Founded: 2014

Team Structure:

Customer Support (NZ & US)
Sales & Marketing
Product & Engineering
AI & Machine Learning
Operations & Logistics

Development Methodology:

Agile/Scrum methodologies for software development and customer support processes
Regular sprint planning, code reviews, and testing to ensure high-quality products and customer experiences
Continuous improvement mindset, with a focus on customer feedback and data-driven decision-making

Company Website: Halter

📝 Enhancement Note: Halter's company culture is characterized by a strong commitment to its mission, a high degree of autonomy, and a focus on delivering real change in the world. The company values innovation, collaboration, and a growth mindset, fostering an environment where employees can thrive both personally and professionally.

📈 Career & Growth Analysis

Customer Support Career Level: This role is a leadership position within the Customer Support team, with opportunities for growth into senior management or other specialized roles within the organization.

Reporting Structure: The NZ Customer Support Lead reports directly to the Global Head of Customer Support and works closely with regional Sales and Territory Managers, as well as the US-based Customer Support team.

Technical Impact: This role has a significant impact on customer satisfaction, loyalty, and advocacy. By driving high-quality support and continuous improvement, the NZ Customer Support Lead helps ensure that Halter's customers achieve their desired outcomes and remain loyal to the brand.

Growth Opportunities:

Team Leadership: Expand and develop the NZ Customer Support team, recruiting and onboarding new members, and fostering a culture of continuous learning and improvement.
Cross-Functional Collaboration: Work closely with internal teams, such as Sales, Product, and Engineering, to drive customer success and improve Halter's products and services.
Regional Expansion: As Halter continues to grow, there may be opportunities to expand the NZ Customer Support team or take on additional responsibilities within the region.

📝 Enhancement Note: Halter's fast-paced environment and commitment to growth present numerous opportunities for career progression and professional development. The ideal candidate will be eager to take on new challenges and contribute to the company's continued success.

🌐 Work Environment

Office Type: Modern, collaborative office space designed to foster innovation and teamwork.

Office Location(s): Halter's global headquarters is located in Auckland, New Zealand, with additional offices in the United States and Australia.

Workspace Context:

Open-plan workspaces with ample natural light and comfortable seating arrangements
State-of-the-art technology and tools to support productivity and collaboration
Dog-friendly environment, with regular visits from the company's furry friends
Access to wellness facilities, including a gym and wellness rooms

Work Schedule: Full-time (40 hours per week), with flexibility for project deadlines and maintenance windows. Halter's "Office First" approach encourages in-person collaboration and connection, with remote work available on a case-by-case basis.

📝 Enhancement Note: Halter's work environment is designed to promote collaboration, creativity, and well-being. The company's commitment to work-life balance and employee growth makes it an attractive place to build a career in the technology industry.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief call to discuss your application, experience, and career goals (30 minutes)
Behavioral Interview: A deeper dive into your leadership, problem-solving, and communication skills, as well as your cultural fit with Halter (60 minutes)
Case Study: A practical exercise to assess your ability to analyze customer data, identify trends, and develop data-driven strategies to improve support performance (60 minutes)
Final Interview: A conversation with the Global Head of Customer Support and other key stakeholders to discuss your fit for the role and Halter's long-term vision (60 minutes)

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Halter's interview process is designed to assess your leadership, problem-solving, and communication skills, as well as your cultural fit with the company. The case study and final interview provide opportunities to demonstrate your strategic thinking and alignment with Halter's mission and values.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Put customers first in everything we do, and strive to exceed their expectations.
Proactive: Anticipate customer needs and take action to address them before they arise.
Collaborative: Work closely with internal teams to resolve complex issues and improve support processes.
Continuously Improving: Embrace a growth mindset and constantly seek ways to enhance our support and customer experience.

Collaboration Style:

Cross-Functional: Work closely with internal teams, such as Sales, Product, and Engineering, to drive customer success and improve Halter's products and services.
Data-Driven: Use customer data and KPIs to inform decision-making and improve support performance.
Transparent: Foster an open and honest environment where information is shared freely and team members feel empowered to contribute ideas and insights.

📝 Enhancement Note: Halter's customer support team is committed to delivering exceptional customer experiences and driving customer success. The ideal candidate will share this passion and be eager to contribute to the team's continued growth and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Ticket Management: Handle complex, high-priority escalations and work alongside internal teams to resolve issues quickly and effectively.
Data Analysis: Use customer data and KPIs to identify trends, prioritize improvements, and drive better outcomes for customers and the team.
Process Improvement: Continuously review and improve support processes to ensure they remain efficient, effective, and aligned with customer needs.
Team Leadership: Recruit, onboard, and develop NZ-based specialists who deliver consistent, world-class support.

Learning & Development Opportunities:

Leadership Development: Enhance your leadership skills through coaching, mentoring, and on-the-job training opportunities.
Cross-Functional Collaboration: Work closely with internal teams to gain a deeper understanding of Halter's products, services, and business operations.
Customer Support Best Practices: Stay up-to-date with industry trends and best practices, and continuously seek ways to improve Halter's support processes and customer experiences.

📝 Enhancement Note: Halter's fast-paced environment and commitment to growth present numerous opportunities for career progression and professional development. The ideal candidate will be eager to take on new challenges and contribute to the company's continued success.

💡 Interview Preparation

Technical Questions:

Leadership: Describe your experience leading and managing high-performing customer support teams. How have you driven customer success and improved support performance in previous roles?
Problem-Solving: Share an example of a complex customer issue you've resolved, and explain the steps you took to identify the root cause, develop a solution, and implement a lasting fix.
Data Analysis: How have you used customer data and KPIs to identify trends, prioritize improvements, and drive better outcomes for customers and your team?

Company & Culture Questions:

Alignment with Halter's Mission: Why are you excited about the opportunity to lead Customer Support in New Zealand, and how does this role align with your personal and professional goals?
Collaboration: How have you worked effectively with cross-functional teams in previous roles, and what strategies do you use to build strong, productive relationships with stakeholders?
Adaptability: Halter is a fast-growing, dynamic company. How do you approach change and uncertainty in a rapidly evolving work environment?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Halter's interview process is designed to assess your leadership, problem-solving, and communication skills, as well as your cultural fit with the company. The behavioral and case study interviews provide opportunities to demonstrate your strategic thinking and alignment with Halter's mission and values.

📌 Application Steps

To apply for the NZ Customer Support Lead position at Halter:

Submit your application: Click the "Apply Now" button on the job listing to submit your cover letter, resume, and any relevant portfolio pieces.
Prepare for the phone screen: Review the job description and be ready to discuss your experience, skills, and career goals with the Halter team.
Research Halter: Familiarize yourself with Halter's mission, products, and company culture to demonstrate your enthusiasm and alignment with the role.
Prepare for behavioral and case study interviews: Reflect on your leadership, problem-solving, and communication skills, and be ready to provide specific examples of your accomplishments and the impact you've made in previous roles.
Final interview preparation: Prepare thoughtful questions to ask the Global Head of Customer Support and other key stakeholders, demonstrating your curiosity and commitment to Halter's long-term vision.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Halter before making application decisions.

NZ Customer Support Lead