Customer Experience Specialist

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 growing fast, and Support is scaling with it. We're 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 isn’t a call centre, and this isn’t scripted customer service. You’re debugging cow movement patterns, supporting farmers through mating, calving and working alongside field reps and farmers to figure out what’s 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. We’re 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 something’s not right, and reaching out when farmers just need a hand. When a farmer gets in touch, you’ll take ownership from start to finish - listening carefully, getting clear on what’s needed, and driving the best outcome on farm. You’ll 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 YOU'LL WORK We cover farmers and ranchers across New Zealand, Australia, the US and the globe around the clock. 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, 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 what’s 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 they're at - whether that's a virtual lunch & learn, getting out on farm, or jumping on a call during calving season to make sure they're 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 - You’re obsessed with delivering the best possible customer experience - not just resolving the ticket, but making sure the farmer actually leaves better off. - You’re a strong communicator who can explain complex things simply and respectfully. - You’re a natural problem-solver. You ask great questions, dig into data, and you don’t stop at the first answer. You want to understand why. - You’re comfortable working with systems and data to diagnose problems. You don’t need someone to hand you the answer. - You’re 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 you’re 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 isn’t required, but genuine care for the customer and their animals always is. 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!"