Customer Support Specialist

About the role  We are looking for a passionate and driven Customer Support Specialist to join our Auckland HQ-based team. This is your chance to be part of a positive disruption in the farming industry, directly shaping and impacting how Halter's technology is used on thousands of farms around the world.
In the future, when we look back on farming and remember a time when farmers used to get cows in, plate metre pasture, put fences up, pull tillers… you'll be able to say you played a pivotal role in that transformation. You'll be part of an outstanding team, dedicated to making sure farmers get the most out of Halter.
Reporting directly to the Head of Customer Support, you'll be the first point of contact for our farmers, providing a mix of proactive and reactive technical support and education as they learn to get the best out of Halter.
We're looking for big thinkers who know how to get stuff done. People who are comfortable working in a dynamic environment where they'll be challenged daily. We want people who are obsessed with helping our farmers succeed. To nail this role, you'll need to learn quickly, use your initiative, and work well under pressure and 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, lasting relationships with them. These goals go hand in hand, and the best candidates will be motivated and excited to excel in both.
\n What your day could look likeActively 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.Contributing to a variety of exciting projects characteristic of a growth-stage startup. Who are we looking forAn ideal candidate has a track record of providing exceptional customer service across various industries or a background in the agricultural sector.Candidates 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. Why our team loves working at HalterEvery 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.
\nOur Office First Approach There's a reason you visit your friends in person, live with your family and don't do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams.  Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don't like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We're office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to.  We have a high-trust culture, so everyone is trusted to do what's best for Halter.  Our office vibe is something special, it's hard to describe until you're here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other. About Halter At Halter, we're on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic.  Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you'll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We're committed to delivering real change in the world - this isn't easy, and in truth, we love that it's hard. We're backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab's Peter Beck and Icehouse ventures. To find out more, visit our careers website, LinkedIn & Instagram. Join our team Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don't necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We'd love to chat to see if you'll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you're excited about this role and working at Halter, along with your CV, and we'll be in touch! Please also feel free to check out the careers page for more information on working at Halter and don't forget to follow us on LinkedIn & Instagram.