Reporting directly to the Customer Support Lead and working alongside a multi-regional customer success team, your role will be responsible for providing world-class customer support, guidance, and maintaining strong relationships with our customers to ensure their long-term satisfaction with the Halter product.
You will be the first point of contact for our farmers and will provide a variety of both proactive and reactive technical support and training as they navigate utilising our system to the fullest. We have an outstanding, highly talented engineering team who will be available to support your learning of our product.
We are looking for big thinkers who know how to get stuff done. We're looking for people who are comfortable working in a dynamic environment where they will be challenged on a daily basis. We want people who are obsessed with helping our farmers to be successful. To succeed you will need to be able to learn quickly and utilise your own initiative while working under pressure and to tight deadlines.
This role is about two things - supporting Halter's farmers all the way through the process to make their farms more productive and efficient, and building genuine and lasting relationships with farmers. These objectives are naturally intertwined and the best candidates will be motivated and excited about excelling in both areas.
What your day could look like Actively listening to customers, gathering information, and providing personalised solutions to their inquiries.
Proactively analysing data to offer valuable insights and recommendations to customers.
Investigating, documenting, escalating, and tracking customer issues using the internal ticket system (Intercom).
Continuously monitoring and assessing customer sentiment and feedback, addressing issues promptly.
Learning about our animals and their behaviours.
Gaining in-depth knowledge of both the hardware and software components that are integral to our product.
Building deep relationships with our farmers to drive customer success.
Handling escalated customer issues with a sense of urgency and efficiency to ensure the highest level of customer satisfaction.
Actively participating in projects aimed at enhancing the customer journey.
Creating and maintaining documentation for the customer help centre.
Collaborating with the product development and engineering teams to convey customer feedback and suggest improvements or new features.
Being available for on-call work when required.
Contributing to a variety of exciting projects characteristic of a growth-stage startup.
Who are we looking for Someone who has strong customer skills and empathy.
Someone enthusiastic about learning and eager to make an impact.
An interest in technology.
Strong written and verbal communication skills to provide instructions and guidance.
Collaboration skills to work with diverse teams, from customer success to engineering and sales.
A genuine passion for helping customers succeed with technology.
Analytical mindset, critical thinking, and problem-solving abilities.
Evidence-based reasoning and the capacity for autonomous decision-making.
High degree of ownership and the ability to thrive in a self-motivating, demanding, and dynamic startup environment.
A sense of humour and the ability to contribute positively to a supportive and cheerful environment.
A Bachelor's degree or higher, in agribusiness, agriculture, or agricultural science would be nice to have!
An in-depth background and experience in dairy or beef farming and an understanding of dairy or beef farm systems would be hugely beneficial.
Why our team loves working at Halter Every now and again a company comes along that disrupts and transforms an entire industry, leaving society in a better place. Few people get the opportunity to work at companies like these. Halter is an incredible technology transforming an essential industry. We have a genuine and shared connection to our mission to make a difference in the world.
Our product changes the lives of our customers, directly improving their livelihoods and their lifestyle. Your work matters.
Dedicate yourself to solving real-world problems alongside an epic team in a high-growth culture. The excitement, risk and reward of a high-growth technology scale-up on the global stage. Our ideas are truly valued, we are able to move fast, and our impact is real.
State-of-the-art, dog-friendly office that's been thoughtfully designed right in the heart of Auckland city.
Healthy body, healthy mind. We're partnered with Southern Cross Health Insurance to support your well-being.
We offer 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.
Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.
Our time to recharge is valued, we're offered wellness leave and unlimited paid annual leave.
We offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.
Delicious snacks and drinks are available for your daily flow.
Our Office First Approach We do have flexible working hours and you can work from home when you need to but we encourage our team to be in the office as much as you can.
We have an office-first approach because we would like to keep the opportunity for teams to have spontaneous interactions which in turn has allowed our team at Halter to foster strong relationships. Stronger relationships make it easier to disagree, give feedback, do meaningful work and as a result, be higher performing as a team.
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