SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Halter is a venture-backed agtech company transforming livestock farming through innovative collars and software that enable farmers to manage animals via mobile app—eliminating the need for quad bikes, fences, and traditional herding methods. The company is scaling across New Zealand, Australia, and the USA with backing from tier-one investors including Founders Fund, Bessemer Venture Partners, and DCVC.
As a Customer Support Shift Lead, you'll run the support floor in Auckland, which serves as the core of Halter's global 24/7 support operation. This is a hands-on leadership role where you'll spend most of your time in the queue solving complex support tickets for farmers, while also coaching and developing support specialists, running shift operations, and maintaining high-quality customer experience standards.
Your responsibilities include: handling complex, high-impact support tickets requiring judgment and empathy; supporting specialists in real time; managing queue flow and shift priorities; conducting 1:1s and quality reviews; using data to identify trends and risks; escalating issues to product and engineering teams; sharing customer insights to drive product improvements; visiting farms to understand how farmers use Halter; contributing to proactive support initiatives; facilitating handovers across APAC and USA shifts; and embedding consistent standards and ways of working across the team.
You'll work closely with the Customer Support Manager, other shift leads, and cross-functional teams. The role requires comfort with tools like Intercom or Zendesk, strong data literacy, and the ability to balance hands-on support work with coaching and leadership responsibilities. Farming is a 24/7 operation, and you'll be supporting customers across time zones and challenging real-world scenarios.
This is not a remote or back-office role—you'll be present on the support floor, making real-time decisions, and setting the standard for how support should feel. The company emphasizes office-first culture and in-person connection as core to team performance and growth.
