Halter
Job role: US Customer Support Lead
Company name: Halter
Location: Remote, USA
Salary: $80K-$100K Annually
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About the Job: The US Customer Support Lead will build and lead the customer support function, optimize workflows, improve experience through training, manage escalations, and drive efficiencies with AI. The role includes overseeing support teams, analyzing performance metrics, and contributing to hiring and developing talent.
Your leadership will define how Halter delivers support in the US – from optimizing workflows and handling escalations to proactively enabling customers at scale through education, training, and outreach. You’ll drive AI-powered efficiencies, build playbooks that empower self-service, and collaborate across teams to enhance the customer experience.
Responsibilities:
- Lead & execute US customer support: overseeing Tier 1 & Tier 2 teams to ensure fast, high-quality issue resolution.
- Be on the frontlines: jump in on tickets when needed, handling complex issues directly while coaching the team on best practices.
- Own high-priority escalations: working closely with NZ SMEs, Territory Managers, Product, and Engineering to resolve complex issues.
- Optimize AI-driven support (Fin): Collaborating with the AI team to enhance automation while ensuring seamless human intervention when needed.
- Spot opportunities & drive efficiency: analyze trends, improve workflows, and implement scalable, repeatable processes that enhance both customer and team experience. Own proactive enablement, delivering 1:many webinars, playbooks, and best practices that reduce inbound support volume and maximize customer success.
- Be the bridge between teams: partner with Territory Managers to balance technical support and strategic account management.
- Align with the NZ Support Team: ensuring seamless global support operations and knowledge-sharing.
- Own & improve tooling: optimize ticketing, reporting, and analytics to ensure data-driven decision-making.
- Grow the team & the function: contribute to hiring, onboarding, and training, shaping the future of US customer support at Halter.
- Own key success metrics: drive response times, resolution rates, CSAT, and support efficiency to continuously level up performance.
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