Responsibilities

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 integral 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.

Qualifications

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.

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.

#J-18808-Ljbffr

📌 Customer Support Manager - AgTech / Tecnología Agrícola (Buenos Aires)
🏢 Icehouseventures
📍 Buenos Aires