Customer Support Practice Lead

Why Join Us

At eShepherd, you’ll experience the best of both worlds: the pace, autonomy, and innovation of a startup, with the resources, backing, and long-term stability of a trusted global company. You’ll play a key role in scaling support as we expand internationally, helping our teams, systems, and processes grow alongside our technology.

We’re a business that values practical problem-solvers, hands-on leaders, and big-picture thinkers. If you’re passionate about customer experience, technical problem-solving, and leading by influence rather than authority, this is the perfect place to make an impact.

Step Into a Role with Real Impact

Are you ready to take charge of customer support in a fast-growing ag tech business? At eShepherd, we’re transforming livestock management with smart virtual fencing and technology that helps farmers work smarter and more sustainably.

We’re seeking a Customer Support Practice Lead to build and scale our global support practice, enabling our team to support our customers, whatever their query may be.

In this hands-on role, you’ll build scalable support frameworks, define escalation pathways, and empower regional teams to deliver consistent, high-quality technical support. You’ll collaborate closely with Engineering, Product, and Customer Success to tackle complex challenges, improve tools and processes, and drive the evolution of support at eShepherd.

What You’ll Be Doing

This role is a balance of strategic thinking and hands-on problem solving, giving you visibility into the full customer journey while allowing you to roll up your sleeves to solve technical issues when it matters most.

You’ll own and shape how customer support operates across the globe. Day-to-day, this might mean:

• Designing and embedding global customer support standards and escalation pathways

• Leading complex technical escalations end-to-end

• Coaching and enabling support teams without direct reporting lines

• Partnering closely with Engineering, Product, R&D, and Customer Success to improve tools and processes

• Using data to drive continuous improvement in support operations and customer experience

• Using new technologies to create a seamless and efficiant support model

What We’re Looking For

This role is perfect for someone who thrives at the intersection of technical expertise and leadership influence.

We’re looking for a candidate who has led customer or technical support teams, with a proven ability to improve processes, operating models, and tools - whether that’s streamlining CRM workflows, introducing automation, or leveraging AI-enabled support solutions.

You’ll need the confidence to lead without direct authority, guiding teams and collaborating across Engineering, Product, and Customer Success to solve complex challenges.

You’ll catch our eye if you have:

• Exceptional communication skills - you can translate technical issues into clear, actionable insights for customers.
• Calmness under pressure - when high-pressure escalations arise, you stay calm, solutions-focused, and decisive.
• Proven leadership experience – a track record in customer or technical support, managing teams or guiding cross-functional projects.
• Process and systems expertise - demonstrated success improving support workflows, operating models, and tools, including CRM, automation, or AI-enabled solutions.
• Global or technical breadth - experience in hardware, IoT, SaaS, telco-adjacent products, or scaling support across multiple regions will make you stand out.

Bonus if you’ve worked with GPS or other complex technical products.

This is a role for someone who wants to shape global support operations and make a tangible impact on the customer experience.

Benefits & Perks

• Competitive salary and performance‑based incentives

• Career progression in a high‑growth, global business

• Hybrid flexibility with a modern Hamilton office

• Supportive, collaborative team culture

• KiwiSaver contributions to support your future

• Boost App membership and staff discounts across NZ

• Life & Disability Insurance

• Employee Assistance Program and wellbeing initiatives

At eShepherd, you won’t just take a job - you’ll join a movement transforming agriculture through technology, backed by Gallagher, a company that’s been protecting farmers and communities for over 80 years.

Whilst we are pretty keen to get this role filled, we know it's crucial we find the right fit for our organization, so this advert will remain open until we've nailed that brief. If this sounds like a bit of you then we'd love to hear from you.

Don’t tick every box?
Great talent comes in many forms. If you’re excited by this opportunity and know you can make an impact, we want to hear from you.

Not quite right for this role? Join the eShepherd talent pool - our business is growing fast and new opportunities are always emerging.