Customer Experience Shift Lead

📋 Description

• Lead day-to-day customer support shift on-site in Auckland.
• Coach and support Specialists; unblock investigations.
• Manage queues, priorities, and ensure timely customer support.
• Resolve complex tickets with empathy and deep farmer context.
• Use data to monitor volume, quality, trends, and risks.
• Escalate issues to Product/Engineering for deeper investigations.

🎯 Requirements

• Strong experience in customer-facing support roles.
• Experience coaching, mentoring, or leading others.
• Comfortable using Intercom or Zendesk and improving workflows.
• Able to use data to spot trends and improve outcomes.
• Clear, calm communicator who builds trust quickly.
• Comfortable balancing ticket work with coaching and leadership responsibilities.

🎁 Benefits

• Office-first culture with in-person collaboration.
• Growth opportunities and a $1,000 personal growth fund.
• Meaningful work solving real farming challenges.
• Strong, supportive team of high performers.