Job Description

Halter is seeking a US Customer Support Lead to manage and grow the customer support team. This leadership role involves handling complex tickets, coaching the team, owning escalations, and improving support processes. The role requires a proactive approach to customer support, focusing on delivering fast, accurate, and high-quality support.

Responsibilities

• Lead the US support function
• Handle complex tickets
• Coach the team and track performance
• Own high-priority escalations
• Build strong feedback loops with Territory Managers
• Own and act on key KPIs
• Report, analyse, and improve
• Collaborate with the AI team
• Lead proactive support
• Stay closely aligned with the NZ team
• Scale the team

Requirements

• Led or helped shape a support team before or worked in a senior support role
• Comfortable supporting ranchers
• Gets things done
• Used Intercom, Zendesk, or similar tools
• Cares about the customer, the team, and the details
• Organised, clear-headed, and brings steady energy
• Improves processes
• Understands support is about earning trust

Benefits

• No benefits