Customer Experience Specialist, NZ

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.

About the role

Halter is growing fast and Support is scaling with it. Were hiring Customer Experience team at our Auckland HQ and we want people who are genuinely curious technically sharp and ready to do support differently.

Support at Halter isnt a call centre and this isnt scripted customer service. Youre debugging cow movement patternssupporting farmers through mating calving and working alongside field reps and farmers to figure out whats actually going on - sometimes from your desk sometimes on farm. Our team are problem-solvers and educators who understand our farmers our product and how everything connects. Were the glue between customers and every part of the business - from field teams to product engineering and operations.

We work both reactively and proactively. Jumping in fast when somethings not right and reaching out when farmers just need a hand. When a farmer gets in touch youll take ownership from start to finish - listening carefully getting clear on whats needed and driving the best outcome on farm.

Youll learn Halter inside out building deep product and customer context fast. For many people Support is a launchpad into other teams as we continue to scale.

When youll work

We cover farmers and ranchers across New Zealand Australia the US and the globe around the clock. 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 primarily Monday-Friday including approximately one weekend day per month. All Customer Experience Reps also rotate through an overnight block roughly once every 12 weeks. These shifts are paid at double time and can be worked from home.

What your day could look like

• Talking directly with farmers understanding whats happening on farm and helping them get things back on track fast.

• Troubleshooting issues and using data tools AI and your own judgment to solve problems that matter.

• Getting out on farm because the closer you are to farmers and their animals the better you can support them.

• Spotting patterns and raising insights that help us improve how Halter works for farmers and animals.

• Working closely with our field onboarding and product teams to make sure every customer experience is seamless.

• Taking ownership from start to finish - following up keeping farmers in the loop and making sure nothing slips through the cracks.

• Meeting farmers where theyre at - whether thats a virtual lunch & learn getting out on farm or jumping on a call during calving season to make sure theyre set up for success.

• Bringing an AI-first mindset to how you work. Always looking for ways to use AI to work smarter faster and better for farmers.
  
  

This could be for you if

• Youre obsessed with delivering the best possible customer experience - not just resolving the ticket but making sure the farmer actually leaves better off.

• Youre a strong communicator who can explain complex things simply and respectfully.

• Youre a natural problem-solver. You ask great questions dig into data and you dont stop at the first answer. You want to understand why.

• Youre comfortable working with systems and data to diagnose problems. You dont need someone to hand you the answer.

• Youre genuinely curious about how things work in the real world - animals farms technology and the people who depend on all three.

• You learn quickly and stay curious even when things are ambiguous or fast-moving.

• You stay steady under pressure and bring calm structure to messy situations.

• You can work independently and back your own judgment - important when youre the person holding the fort.

• You take ownership and follow through - if something needs doing you do it.

• You enjoy being part of a tight team that backs each other and you like working cross-functionally.

• You might come from agriculture a vet clinic hospitality retail or somewhere else entirely where delivering for people under pressure was the job. Ag experience isnt required but genuine care for the customer and their animals always is.
  
  

Our Office First Approach

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 officefirst not officeonly. 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!

Required Experience:

IC