Customer Experience Lead

At Halter were 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. Its changing lives and transforming an industry. People join Halter to do meaningful work. By joining us youll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think out-work and out-care. Were committed to delivering real change in the world - this isnt easy and in truth we love that its hard.

Were backed to deliver on a mission that matters by Tier 1 investors including Founders Fund Bessemer Venture Partners BOND DCVC Blackbird Promus Ventures Rocket Labs Peter Beck and Icehouse ventures.

To find out more visit our LinkedIn & Instagram.

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 isnt optional - its critical.

Were 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. Youll 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.

Youll 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.

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

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 youll help lead our shifts and ensure our customers get exceptional support whenever they need it.

Were 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 MondayFriday with approximately one weekend day per month. There will also be occasional overnight work required.

Youre customer-obsessed and experience-obsessed. You care deeply about solving real problems for people not just closing tickets. Youre calm under pressure clear in how you communicate and the kind of person others naturally look to for guidance.

This isnt a role about ticking boxes or handling simple requests. Youll 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

Theres a reason you visit your friends in person live with your family and dont 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 dont like having heaps of rules or policies but this means having strong trusted relationships is critical.

Were 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 whats best for Halter.

Our office vibe is something special its hard to describe until youre 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.

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 dont necessarily tick every requirement on this job description please still get in touch and apply to Halter. Wed love to chat to see if youll be an epic fit!

If this opportunity sounds like you please apply below by sending through your cover letter explaining why youre excited about this role and working at Halter along with your CV and well be in touch!

Please also feel free to check out the careers page for more information on working at Halter and dont forget to follow us on LinkedIn & Instagram.

• 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. Youll be thrown into the deep end tackling complex challenges and building something tangible that solves real problems.

• Youll grow here. Autonomy mastery and learning define how we work. Youll have the freedom to work on interesting problems master new skills and continuously develop yourself both through your role and our $1000 personal growth fund.

• This isnt easy and we love that its 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 its an epic journey to be a part of!