Customer Experience Lead

Location: Auckland, New Zealand; office-first, primarily onsite

Company

hirify.global develops livestock collars and software that help farmers move and manage cattle from a phone while improving operational sustainability.

What you will do

• Handle complex, high-impact support tickets requiring judgement, empathy, and an understanding of farming contexts.
• Support Specialists in real time, answer questions, unblock investigations, and guide next steps.
• Run daily shifts, manage queue flow and priorities, and maintain high-quality customer support.
• Coach Specialists through 1:1s, feedback, and quality reviews.
• Use data to identify volume, quality, trend, and risk patterns, escalating deeper issues to Product and Engineering.
• Share customer insights, improve support processes, contribute to proactive education and outreach, and coordinate handovers across APAC and USA shifts.

Requirements

• Strong experience in a customer-facing support or service role.
• Experience coaching, mentoring, or leading others formally or informally.
• Ability to handle complex issues, balance ticket work with leadership responsibilities, and guide teammates effectively.
• Confidence using support tools such as Intercom or Zendesk and improving workflows.
• Ability to use data to prioritise work and improve outcomes.
• Clear, calm communication and a strong focus on customer experience.

Culture & Benefits

• Full-time Auckland office-first role with two roster options: 5:00am–1:30pm or 10:30am–7:00pm.
• Primarily Monday–Friday, with approximately one weekend day per month and occasional overnight work.
• Work alongside teams supporting farmers and ranchers across New Zealand, Australia, the US, and beyond around the clock.
• High-trust, inclusive culture focused on meaningful work, learning, autonomy, and solving difficult problems in person.
• $1,000 personal growth fund.

Hiring process

• Submit a CV and cover letter explaining interest in the role and hirify.global.