Customer Experience Lead

Job description

ABOUT HALTER At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. ABOUT THE ROLE... Halter is reshaping the future of livestock farming. Our collars and software let farmers move and manage animals with a swipe of their phone - no bikes, no fences, no stress. As we scale across NZ, Australia, and the USA, great support isn’t optional - it’s critical. We’re looking for Customer Experience Leads to run the floor, support our Specialists, and make sure farmers get fast, thoughtful, high-quality help every day. Customer Experience Leads are hands-on leaders - deeply connected to the work, close to customers, and trusted by the team. This is a role for people who are used to being on the floor, making calls in real time and supporting both customers and teammates when it matters. Farming and ranching are 24/7, 365 days a year, and New Zealand will become the true core of our global, around-the-clock support strategy. This is not a role where you sit back and manage from a distance. You’ll spend most of your time in the queue, solving meaningful problems for farmers and setting the standard for how support should feel. The rest of your time goes into coaching, 1:1s, quality reviews, and keeping the shift running smoothly. You’ll work closely with the Head of Customer Experience, Customer Experience Manager and other Leads and teams across Halter to deliver a support experience farmers genuinely trust. WHAT YOUR DAY COULD LOOK LIKE... • Handle complex, high-impact support tickets that require judgement, empathy, and a deep understanding of farmer context • Support Specialists in real time, answering questions, unblocking investigations, and guiding next steps • Run the shift day-to-day, keeping queues flowing, priorities clear, and customers supported • Jump in where needed to support the team during busy periods or tricky situations • Coach Specialists through regular 1:1s, feedback, and quality reviews • Use data daily to understand volume, quality, trends, and risks across your shift • Escalate effectively and work closely with Product and Engineering when issues need deeper investigation • Share insights from customer conversations to help improve product, processes, and the overall experience • Spend time on farm when needed to better understand how farmers use Halter and where support can make the biggest difference • Contribute to proactive support initiatives like education content, risk identification, and customer outreach • Support clear handovers and collaboration across APAC and USA shifts • Help embed consistent ways of working, standards, and rhythms across the team • Lift team confidence and capability through calm leadership, clarity, and follow-through WHEN YOU'LL WORK Our Customer Experience team supports farmers and ranchers across New Zealand, Australia, the US and beyond - 24/7, 365 days a year. As a Customer Experience Lead, you’ll help lead our shifts and ensure our customers get exceptional support whenever they need it. We’re hiring into two rosters - apply for the one that works for you: Early shift: 5:00am to 1:30pm Afternoon shift: 10:30am to 7:00pm Both shifts are full time and primarily Monday–Friday, with approximately one weekend day per month. There will also be occasional overnight work required. THIS IS FOR YOU IF... You’re customer-obsessed and experience-obsessed. You care deeply about solving real problems for people, not just closing tickets. You’re calm under pressure, clear in how you communicate, and the kind of person others naturally look to for guidance. This isn’t a role about ticking boxes or handling simple requests. You’ll be dealing with real-world complexity, supporting farmers on tough (and good) days, and helping your teammates do their best work. • Strong experience in a customer-facing support or service role • Experience coaching, mentoring, or leading others (formally or informally) • A high bar for quality and customer experience • Comfortable handling complex issues and guiding others through them • Confident using tools like Intercom or Zendesk and improving how work flows • Able to use data to spot trends, prioritise work, and improve outcomes • Clear, calm communicator who builds trust quickly • Comfortable balancing ticket work with coaching and leadership responsibilities • Curious, improvement-minded, and motivated to raise the standard OUR OFFICE FIRST APPROACH There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We’re office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter. Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other. JOIN OUR TEAM Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY OUR TEAM LOVES WORKING AT HALTER: - Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. - Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. - You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund. - This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"