Customer Support Manager - AgTech / Tecnología Agrícola

Job description

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 Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHAT YOU'LL DO Build and lead the LATAM support team - Hire your team: Hire, onboard, and develop Halter's first Support Specialists in South America, in line with growth plans. - Drive performance: Set clear expectations and drive performance through team routines, coaching, and accountability. - Set the culture: Build a high-performance culture from day one - one that reflects Halter's standards and serves the region well. Stay close to customers and the field teams - Get on ranch: Spend time on ranch with producers to deeply understand their workflows, challenges, and how Support can lift the end-to-end experience. - Partner with the field team: Spend time with the field team to understand their customers' experiences with support, and use those insights to keep improving. - Step in when it counts: Step in on complex or high-impact customer issues, and use those moments to coach the team. - Champion the region: Carry the voice of the South American producer and their animals into every internal conversation - you're the region's advocate. Own performance and operations - Run daily operations: Execute the global support strategy across LATAM, turning strategy into clear, repeatable daily operations. - Own the numbers: Own regional KPIs including CSAT, response times, quality, and cost to serve. - Use data: Use data daily to understand trends, prioritise work, improve the customer experience, identify risks, and lift team performance. - Build reporting: Build and maintain reporting that highlights trends, risks, and opportunities for smarter ways of working. - Stay aligned with the field: Work closely with Territory Managers and Account Managers to stay aligned on customer health and act fast when things need attention. - Drive proactive support: Lead proactive support initiatives including education content, risk identification, and customer outreach. - Raise the bar: Continuously lift the standard of support through clarity, coaching, and operational improvements. Partner with the global Customer team to build for the region - Lean on global: Partner with global Customer leaders who have built support operations in New Zealand, Australia, and the US - and feed your learnings back into the global playbook. - Feed back to Product: Provide feedback to Product and Engineering grounded in regional context, trends, and escalation patterns - a key part of how we make Halter work for South America. - Represent the region: Represent the voice of the South American customer in global planning, forecasting, and improvement work. - Improve the AI: Work with the AI team to improve automation quality and ensure seamless transitions from AI to human support and optimisation of daily workflows for both customers and the support team. WHO ARE WE LOOKING FOR - 3+ years experience leading and developing teams in a customer-facing environment - support, operations, hospitality, or anywhere people and quality outcomes matter. - Full professional fluency in Spanish and English - you're equally comfortable switching between both. - A builder's mentality: comfortable with ambiguity and energised by standing things up from zero. - A track record of owning outcomes, not just executing tasks. - An understanding of the ranching or livestock industry - ideally with familiarity across the South American beef or dairy sector in Argentina, Uruguay, or Brazil. - Strong judgment and comfort making decisions when priorities shift. - A high bar for quality and customer experience. - The ability to move between hands-on problem-solving and leadership in the same day. - Clear, calm communication that builds trust quickly. - Curiosity and an improvement mindset - you're always looking for ways to raise the standard. - Confidence operating independently while staying aligned with a global organisation. English proficiency is a requirement for this role. The recruitment process will include interviews conducted in English, and a significant part of the day-to-day work will also be conducted in English. Candidates should feel comfortable communicating, participating in professional conversations, and working effectively in English. If you are not comfortable having professional conversations in English, this role may not be the right fit for you. NICE TO HAVES - Experience launching or scaling a new market, region, or 0-to-1 motion. - Startup or high-growth environment experience. - Familiarity with tools like Intercom, Salesforce, or similar systems. - Experience working in ag-tech. - Experience working with hardware products or field-deployed technology. - Portuguese language skills. 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 https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY OUR TEAM LOVES WORKING AT HALTER: - Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. - Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. - You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund. - This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"