Senior Manager Customer Experience

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

Our Customer team is growing and were looking for a Senior Manager to lead our Tier 2 Customer Experience team. Its our 24/7 team based in Auckland always on so our farmers and ranchers get a response no matter what time it is or where they are. APAC is your main customer and you also cover out-of-hours tickets for our other regions when their local teams are offline.

Youll own the Tier 2 experience end to end. That means leading and developing 4 Customer Experience Shift Leads and the teams of reps under them owning our shift and overnight rotations and making sure a farmer who hits a wall at 3am gets the same quality of support as one who gets in touch at midday. Youre the first point of escalation when things get tricky and the person who makes sure the right people are in the right place at the right time.

This isnt a call centre. With our AI agent owning Tier 1 makes the work reaching Tier 2 harder and more technical. Youll build a team of reps who are great with people and genuinely technical who can calm a frustrated farmer diagnose whats actually going on and own the problem through to a fix. A big part of the role is lifting the teams capability over time so they resolve more themselves and lean less on our Tier 3 specialists. Its not a job behind a screen either. They get out on farm to events and on the road to understand our customers and how they use Halter. What the team learns in the field feeds straight back to our Product and Engineering teams and shapes what we build next.

Youll work closely with our regional teams in the US and South America the wider Customer team and Halters Auckland HQ and youll do it with AI as a core tool to move faster and sharpen how the team works.

What your day could look like

• Coaching your Shift Leads to run high-performing teams setting clear expectations and holding the bar across every shift.
  

• Making sure everyone gets a world-class experience whether theyre an APAC customer or another region youre covering out-of-hours.
  

• Jumping on the complex high-impact or high-risk stuff and using those moments to coach the team.
  

• Growing reps who can work out the why behind an issue and own the how of fixing it so more gets resolved at Tier 2 and less escalates to Tier 3.
  

• Spending time on farm with customers with our field reps and at our R&D farm
  

• Owning your KPIs spotting patterns across tickets and shifts and understanding whats really driving volume and customer pain.
  

• Partnering with our field teams on customer health and feeding what youre seeing back to Product Engineering and the AI team.
  

• Working alongside leaders in our other regions shaping how we do support globally.

Who were looking for

• 3 years leading a customer-facing team ideally including leading other leaders or managers.
  

• Experience in a support customer experience customer success or operations environment ideally always-on or across time zones.
  

• A track record of building team capability and lifting performance over time.
  

• Comfort with technical problem-solving and the ability to grow that depth in a team.
  

• Strong data skills you use data daily to drive decisions and performance.
  

• Experience working cross-functionally with teams like Product Engineering or Field.

Youll crush this role if you

• Youre customer obsessed. You care deeply about farmers and their animals and everything you build comes back to a better experience for them.
  

• You build and grow people. You can hire and coach a strong team and you make the people around you better.
  

• You get stuck into the hard problems yourself and you grow that depth in others by turning the complex into plain language.
  

• You run on data using it daily to drive performance spot patterns before they become problems and make the call.
  

• You thrive in speed and ambiguity making good decisions when priorities shift and youve got half the picture. You dont wait for perfect clarity to move.
  

• You think big but start small seeing the long-term play while getting a scrappy v1 out the door to test something and keep moving.
  

• You own it end to end. If something needs doing you do it and you see it through no dropping it over the fence.
  

• Youre already AI-first picking up new tools fast and building AI into how you work not because someone told you to.

Bonus points if you have

• Experience leading an overnight or 24/7 function.
  

• Experience with hardware products or field-deployed technology.
  

• An understanding of the farming or livestock industry.
  

• Startup or high-growth experience.
  

• Familiarity with tools like Intercom Salesforce or similar.
  

• Experience with AI support tooling and human-in-the-loop workflows.
  

• Experience in agtech.

Why our team loves working at Halter

• Dedicate yourself to solving real-world problems alongside an epic team in a culture designed around growth.

• A genuine and shared connection to our mission to make a difference in the world.

• The pride of joining an iconic New Zealand technology company. The excitement risk and reward of a high-growth technology scale-up on the global stage.

• Our ideas are truly valued we are able to move fast and our impact is real.

• State-of-the-art dog-friendly office thats been thoughtfully designed right in the heart of Auckland city. Did we mention dogs and cows

• Healthy body healthy mind. Were partnered with Southern Cross Health Insurance to support your well-being.

• We offer 6 months of fully paid parental leave for primary caregivers 4 weeks of fully paid secondary caregiver leave and many other parental benefits that support you and your family.

• Our personal growth is important. Halter offers an annual $1000 self-development budget to be used for anything that fuels personal growth.

• Our time to recharge is valued were offered wellness leave and unlimited paid annual leave.

• We offer an inclusive and attractive remuneration package made up of salary benefits and an employee stock ownership plan.

• Delicious snacks and drinks are available for your daily flow.

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:

Senior Manager