Customer Support Manager

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 playboo