Customer Support Shift Lead – APAC

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.

Farming and ranching are 24/7, 365 days a year, and New Zealand will become the true core of our global, around-the-clock support strategy.

This role operates on a 4 days on, 3 days off rotating shift pattern.

This is not a role where you sit back and manage from a distance. You’ll spend most of your time in the queue, solving meaningful problems for farmers and setting the standard for how support should feel. The rest of your time goes into coaching, 1:1s, quality reviews, and keeping the shift running smoothly. You’ll work closely with the Customer Support Manager, other Shift Leads, and teams across Halter to deliver a support experience farmers genuinely trust.

This isn’t a role about ticking boxes or handling simple requests. You’ll be dealing with real‑world complexity, supporting farmers on tough (and good) days, and helping your teammates do their best work.

• 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

• 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

$90,000 – $120,000 a year

At Halter, we’re committed to creating an environment where people thrive. We offer unlimited paid annual leave, as well as additional wellness days. Each year, every team member receives a $1,000 self-development budget to invest in whatever fuels their personal growth.

We offer six months of fully paid leave for primary caregivers and four weeks of fully paid leave for secondary caregivers, along with a range of additional family-friendly benefits. To support your wellbeing, we offer subsidised health insurance through Southern Cross.

And finally, everyone at Halter is an owner. Every employee is part of our stock ownership plan; when we succeed, you share in that success.