Customer Experience Manager

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 We're looking for a builder to take Halter's US customer experience team into its next chapter. The team has been up and running for about a year, and now we need someone who can scale it, sharpen it, and push its operational maturity forward, driving performance through customer experience, data, automation, and AI. You'll own the day to day experience for every rancher and producer who reaches out to Halter across the US, and you'll be the person who decides what great, efficient support looks like for this region as it grows. Could it be a bit of you? You've grown or scaled an operation in a start-up environment before, you know the difference between running a team and optimising one. You're customer obsessed in a way that shows up in how you talk, not just what you say. You default to understanding the producer's world first, whether that's a rancher moving cattle across open range or a producer managing a tight daily schedule. You're genuinely excited by operations and by using AI and automation to make a team faster and sharper, not as a buzzword, but as a real lever you'll pull daily. You know when human beats automated too, you drive efficiency where it helps the customer, but you protect and elevate the human experience where it matters, you're not chasing automation for its own sake. You know that scaling doesn't mean everything needs a process, you're just as ready to drop the framework and get scrappy when a customer needs something solved right now, as you are building the system that stops it happening again. You might find yourself coaching a specialist through an emotional call with a farmer who's lost cattle one moment, and reworking an automation flow with the AI team the next. Up for the challenge? Let's talk. What your day could look like - You'll hire, onboard, and develop Halter's CX Specialists in the US as the team scales. You'll run the routines that keep a team sharp, coaching, 1:1s, quality reviews, and you'll raise the bar on performance and culture as headcount grows. - You'll step in on the complex, high-stakes, or emotionally charged tickets, whether it's a rancher's herd or a producer's operation on the line, and you'll use those moments to coach your team on how to handle them. You'll spend time with the field team and with producers directly, across ranching and producer operations, so you understand their world well enough to speak for them internally. - Driving operations and optimisation - this is a big part of the role. You'll own the operational engine of US support, using data daily to find where the team is losing time, where automation could take over repetitive work, and where AI can make the difference between a good and a great customer experience. You won't just report on CSAT, response times, and cost to serve, you'll actively reshape how the team works to move those numbers. - You'll partner closely with our Ecosystems team to sharpen automation quality, and make sure the handoff from AI to human support feels seamless for the customer. You'll be a driving voice in what gets automated next and how, not just a downstream consumer of what AI delivers. - Being the voice of the US customer - you'll represent the US region in global planning and forecasting, and you'll feed insights back to Product and Engineering grounded in what you're actually seeing in the queue, across the full range of US customers. - You'll get out on ranch, spending real time with the ranchers and farmers who make up our US customer base. You'll learn how they actually run their operations, what keeps them up at night, and what winning looks like from their side of the fence. Territory Managers and Key Account Managers are your way into that world, you'll work alongside them in person, not just over Slack, so you catch customer health first hand, understand what's really driving escalations, and make sure any change you make on the support side lands well before it ever reaches a farmer. What we are looking for - A genuine builder and operator. You've scaled or materially improved a team or function before, and you know the muscle of turning a working operation into a great one. - Startup or high growth experience. You know what it means to build the plane while flying it, and you're comfortable improving something that's already moving. - Obsessed with creating the best customer outcomes and experiences. That's the whole point of the role for you, not a line on a KPI dashboard. - Genuinely energised by AI and automation as tools to drive team performance, not just tech you tolerate. - Knows when to be scrappy. You don't wait for the perfect process when a customer needs a fast, hands-on fix, you go hard, solve it, then build the system so it doesn't happen again. - 3+ years leading and developing teams in a customer facing environment, support, operations, hospitality, or anywhere people and quality outcomes matter. - Comfortable moving between hands on problem solving and leadership in the same day. - Strong judgment under ambiguity. You make good calls when priorities shift and there's no clear precedent. - Clear, calm communication that builds trust fast, with your team and with Ranchers. - An improvement mindset. You're always looking for the smarter way to run things. - You know how to be fun and have fun Nice to haves - Experience launching, scaling, or turning around a support or operations function. - An understanding of the ranching or Agriculture industry. - Familiarity with tools like Intercom, Salesforce, or similar systems. - Experience in ag-tech or with hardware/field deployed technology. 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!"