Customer Experience Manager

About this role

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

We're looking for a builder to take Halter's US customer experience team into its next chapter. The team has been up and running for about a year, and now we need someone who can scale it, sharpen it, and push its operational maturity forward, driving performance through customer experience, data, automation, and AI. You'll own the day to day experience for every rancher and producer who reaches out to Halter across the US, and you'll be the person who decides what great, efficient support looks like for this region as it grows.

Could it be a bit of you? You've grown or scaled an operation in a start-up environment before, you know the difference between running a team and optimising one. You're customer obsessed in a way that shows up in how you talk, not just what you say. You default to understanding the producer's world first, whether that's a rancher moving cattle across open range or a producer managing a tight daily schedule. You're genuinely excited by operations and by using AI and automation to make a team faster and sharper, not as a buzzword, but as a real lever you'll pull daily. You know when human beats automated too, you drive efficiency where it helps the customer, but you protect and elevate the human experience where it matters, you're not chasing automation for its own sake. You know that scaling doesn't mean everything needs a process, you're just as ready to drop the framework and get scrappy when a customer needs something solved right now, as you are building the system that stops it happening again. You might find yourself coaching a specialist through an emotional call with a farmer who's lost cattle one moment, and reworking an automation flow with the AI team the next.

Up for the challenge? Let's talk.

What your day could look like

- You'll hire, onboard, and develop Halter's CX Specialists in the US as the team scales. You'll run the routines that keep a team sharp, coaching, 1:1s, quality reviews, and you'll raise the bar on performance and culture as headcount grows.

- You'll step in on the complex, high-stakes, or emotionally charged tickets, whether it's a rancher's herd or a producer's operation on the line, and you'll use those moments to coach your team on how to handle them. You'll spend time with the field team and with producers directly, across ranching and producer operations, so you understand their world well enough to speak for them internally.

- Driving operations and optimisation - this is a big part of the role. You'll own the operational engine of US support, using data daily to find where the team is losing time, where automation could take over repetitive work, and where AI can make the difference between a good and a great customer experience. You won't just report on CSAT, response times, and cost to serve, you'll actively reshape how the team works to move those numbers.

- You'll partner closely with our Ecosystems team to sharpen automation quality, and make sure the handoff from AI to human support feels seamless for the customer. You'll be a driving voice in what gets automated next and how, not just a downstream consumer of what AI delivers.

- Being the voice of the US customer - you'll represent the US region in global planning and forecasting, and you'll feed insights back to Product and Engineering grounded in what you're actually seeing in the queue, across the full range of US customers.

- You'll get out on ranch, spending real time with the ranchers and farmers who make up our US customer base. You'll learn how they actually run their operations, what keeps them up at night, and what winning looks like from their side of the fence. Territory Managers and Key Account Managers are your way into that world, you'll work alongside them in person, not just over Slack, so you catch customer health first hand, understand what's really driving escalations, and make sure any change you make on the support side lands well before it ever reaches a farmer.  

What we are looking for

- A genuine builder and operator. You've scaled or materially improved a team or function before, and you know the muscle of turning a working operation into a great one.

- Startup or hi

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