Customer Support Representative - eShepherd

The Opportunity

We are looking for a Customer Support Representative to join the eShepherd team in North America and be the first point of contact for ranchers and customers when they need help.

You’ll work across phone, email and digital support channels, helping customers solve everyday issues, answering questions and making sure more complex problems quickly reach the right people.

This is a hands-on customer role for someone who enjoys solving problems, working with technology and turning a frustrating moment into a great customer experience.

What will you do as a Customer Support Representative?

You’ll be on the front line of the eShepherd customer experience.

When a rancher has a question or something isn’t working as expected, you’ll listen, understand what’s happening and work through the problem with them.

You’ll resolve straightforward issues yourself and use your judgement to identify when something needs deeper technical expertise, making sure it is clearly documented, escalated and followed through.

Your success is simple: customers get timely, accurate support and feel confident that their issue is being taken care of.

Your key activities include:

• Responding to customer enquiries across phone, email and digital support channels

• Troubleshooting and resolving common product and customer issues

• Triaging and escalating more complex or urgent cases to the right internal teams

• Keeping customers informed and ensuring clear follow-through until resolution

• Accurately documenting customer interactions, actions and outcomes in our CRM and support systems

• Identifying recurring issues and sharing customer insights with Customer Success, Product and technical teams

• Contributing to FAQs, troubleshooting guides and self-service resources that make support easier for customers

• Helping us continually improve how we support ranchers as eShepherd grows

Who’ll you work with?

You’ll work closely with our Customer Success, Customer Engagement and Technical Support teams, as well as colleagues across Product, R&D and Marketing.

You’ll also work directly with the ranchers using eShepherd every day.

You are an important link between our customers and the wider business — making sure issues reach the right people, information flows clearly and what we learn from customers helps us build a better product and experience.

What you’ll bring

You enjoy helping people and have the patience and curiosity to understand what’s really happening before jumping to an answer.

You’ll also bring:

• Experience in customer support, helpdesk or another customer-facing environment

• Strong verbal and written communication skills

• Confidence troubleshooting problems and working through issues logically

• The ability to stay calm, professional and empathetic when customers are frustrated

• Confidence working with technology, CRM or ticketing systems

• Strong organisation and attention to detail

• The ability to manage multiple customer enquiries and priorities

• A collaborative approach and willingness to involve others when needed

• Curiosity and the ability to quickly learn new products, systems and processes

Experience in agriculture, livestock, AgTech or another technical environment would be an advantage, but it isn’t essential. What matters is your ability to learn, solve problems and genuinely care about the customer experience.

Why eShepherd?

What we’re building is fundamentally changing how livestock producers manage their farms.

With eShepherd, ranchers can create virtual boundaries, move cattle remotely and manage grazing more precisely, without relying solely on physical fencing.

We’re a global AgTech scale-up backed by Gallagher, a company that has been solving problems alongside ranchers for 88 years. You get the pace, opportunity and ownership of something scaling quickly, with the backing and reach of an established global agricultural business.

We choose progress over perfection. We stay close to customers. We learn quickly, act on what we discover and keep moving.

And in Customer Support, you’ll be one of the people closest to those customers.

What we offer

• Competitive salary and performance-based incentives

• Career growth opportunities as eShepherd scales globally

• The tools and technology you need to succeed

• A supportive, international team that values collaboration and practical problem-solving

• Medical, dental and vision coverage

• Life, accident and disability insurance

• Voluntary life and critical illness insurance

• Identity theft protection plan

• 401(k)

• Employee Assistance Program

• Wellness Program

• The opportunity to work with colleagues across North America, New Zealand, Australia and Europe

About Gallagher & eShepherd

At Gallagher, we create technology that helps ranchers improve productivity, sustainability and profitability.

Through eShepherd, we’re helping shape the future of livestock and grazing management with virtual fencing technology delivering real-world outcomes on farm.

This is your opportunity to join an international team, build your career in one of agriculture’s fastest-growing technology sectors and play a direct role in the experience our customers have with eShepherd.

If you enjoy helping people, solving problems and want to work with technology that has a genuine impact on agriculture, we’d love to hear from you.

Applications are proposed to close on 9/8/2026.

Please note that we may keep this advert open until we find the right person, or close applications earlier if a suitable candidate is identified. If this opportunity feels right for you, we encourage you to apply as soon as possible.