Customer Experience Lead

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 reshaping the future of livestock farming. Our collars and software let farmers move and manage their animals from their phone. No bikes, no fences, no stress. As we scale across New Zealand, Australia, the US and South America, great support isn't a nice to have. It's what keeps farms running. We're looking for Customer Experience Leads to run the floor, back our Customer Experience Specialists and make sure every farmer and rancher gets fast, thoughtful, high quality help, every single day. Farming doesn't clock off. It's 24/7, 365 days a year, and New Zealand is the engine room of our global, around the clock support. That's where you come in. This isn't a role where you lead from a distance. You'll be in the work, in the queue, solving the tricky stuff and setting the standard for what great support feels like. You'll also step back and work on the business, spotting the patterns, shaping how we operate and driving the projects that make a real difference for our customers. You’ll be a part of our APAC Lead team, working closely with the Senior Manager Customer Experience APAC, Head of Global Customer Experience and other Leads and teams across Halter to deliver a support experience farmers genuinely trust. THE LEADER WE'RE LOOKING FOR - You're a people leader first. You give your team room to own their work, back them to deliver, and build their capability and confidence along the way. - You care about people and result in equal measure. You know your numbers, set a high bar and have the direct performance conversation early, always with care. - You thrive when things are fast paced. No perfect plan, no problem. You make the call, move fast and adjust as you go. - When the day gets tough, you're the one who lifts the room. Your team walks out of the shift feeling like they won it together. - You will split your time between being in the business and on the business. One day you're on the floor coaching and driving performance, the next you're running projects and influencing across Halter to move the dial for customers. GETTING OUT IN THE FIELD You can't fully understand our customers from behind a screen. This role will get you out in the field with our farmers, ranchers and their animals, seeing Halter at work in the paddock, learning how different farming systems run and hearing first hand what our customers need, this could be in NZ, Australia, the US and South America. You'll bring all of that back to shape how we support, operate and deliver. WHAT YOUR DAY COULD LOOK LIKE - Run the shift day to day, keeping queues healthy, priorities clear and customers looked after - Take on the complex, high impact tickets that need judgement, empathy and real farm context - Back your team in real time on investigations and troubleshooting, and guide the next steps - Coach your team through regular 1:1s, feedback and quality reviews, and champion onboarding for new starters - Own your shift's results, with customer satisfaction and response times front and centre - Use data every day to spot trends, risks and opportunities before they become problems - Build the context and knowledge that help the team solve more without escalating - Work closely with our Technical, Escalations, Product and Engineering teams, making sure issues land with clear context and detail - Share what customers are telling us so we fix root causes, not just symptoms - Help with rostering, hiring and keeping handovers tight across our global shifts - Lead and support improvement projects that make the team faster, sharper and better for farmers THIS IS FOR YOU IF - You've led people in a customer facing support or service team, formally or informally, and driven them to strong results - You've had the honest performance conversations, and seen people grow because of them - You hold a high bar for quality and customer experience, and lift others to meet it - You're calm under pressure, clear in how you communicate and quick to build trust - You're comfortable with data and use it to make decisions, not just reports - You know your way around tools like Intercom or Salesforce and love making work flow better - You can lead the team, do the work and think about what's next, all in the same week - You're curious, quick to learn and keen to get your boots dirty on farm WHEN YOU'LL WORK Our team supports farmers and ranchers across New Zealand, Australia, the US, South America and beyond, 24/7, 365 days a year. As a Customer Experience Lead, you'll help lead our shifts and make sure customers get exceptional support whenever they need it. Our APAC Teams work Monday to Friday, with rostered overnight and weekend shifts. As a Lead, you'll work Monday to Friday alongside your team on shift, with some hours outside of that when needed. Our shifts are - Morning shift: 5am to 1.30pm - Afternoon shift: 10.30am to 7.00pm We're looking for a leader for our Afternoon shift: 10:30am to 7:00pm. 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!"