Senior Manager - Customer Experience

About Halter

Halter is dedicated to empowering farmers and graziers to operate more productively and sustainably. Their innovative technology allows herders to manage cattle movements effortlessly without traditional constraints like quad bikes, dogs or fences. This transformation is revolutionizing grazing practices and impacting lives globally. Backed by leading investors, the company fosters a high-performing culture driven to solve difficult challenges.

Role Overview

As Senior Manager of the Tier 2 Customer Experience team, you will oversee a 24/7 support group located in Auckland that serves APAC farmers and also handles after-hours queries for other regions. You'll manage shift rotations, lead four Shift Leads and their teams, and ensure consistent high-quality support regardless of the time. This position involves hands-on escalation management and strategic team planning to optimize coverage and resolution rates.

Key Responsibilities

• Coach Shift Leads to lead efficient, high-performing teams with clear standards across all shifts.
• Ensure all customers—from APAC and other covered regions—receive superior, timely support.
• Handle complex or critical issues personally and use these to train the team further.
• Develop representatives’ technical and problem-solving skills to resolve more Tier 2 issues independently and reduce Tier 3 escalations.
• Engage in field activities including farm visits, client events, and on-road exposure to glean insights into customer experiences.
• Monitor and manage KPIs, analyze support trends, and identify root causes of support volume and pain points.
• Collaborate with field teams, feeding customer insights back to Product, Engineering, and AI groups to enhance offerings.
• Work with global leadership to align and improve support functions across regions.

Who You Are

• Experienced leader with over 3 years managing customer-facing teams, preferably with managerial oversight of other leaders.
• Background in customer support, experience, success, or related operations, especially in 24/7 or multi-time zone environments.
• Proven capability in building team skills and elevating performance over time.
• Competent in technical troubleshooting and nurturing those skills within your team.
• Proficient with data-driven decision making and performance monitoring.
• Comfortable collaborating cross-functionally with Product, Engineering, and Field teams.

Additional Qualities

• Customer-centric mindset with genuine care for farming customers and their livestock.
• Strong people developer—skilled at hiring, coaching, and enhancing team capabilities.
• Willingness to tackle complex issues directly and translate technical details into accessible language.
• Dependence on data to anticipate problems, guide improvements, and make sound decisions amid ambiguity.
• Adaptable to changing priorities, capable of delivering quick, testable solutions while keeping long-term vision.
• Ownership mentality, following tasks through until completion.
• Early adopter of AI tools, integrating them seamlessly to enhance productivity.

Bonus Attributes

• Experience managing overnight or 24/7 operations.
• Familiarity with hardware or field-deployed tech products.
• Knowledge of the farming or livestock sectors.
• Background in startup or rapidly growing companies.
• Experience with customer service platforms like Intercom or Salesforce.
• Understanding of AI-augmented support workflows.
• Exposure to agricultural technology (agtech) industry.

Why Work at Halter

• Participate in meaningful work that genuinely impacts farmers’ livelihoods and sustainability.
• Collaborate with a diverse, talented team that embraces challenges and innovation.
• Opportunity for continuous personal growth supported by a $1,000 annual development fund.
• Fast-paced, high-impact environment with real-world results and a culture that values your ideas and contributions.
• Modern, pet-friendly office in downtown Auckland with amenities and healthy work-life balance initiatives including wellness leave and generous parental benefits.
• Inclusive and generous overall compensation including salary, benefits, and an employee stock ownership plan.

Office Culture

Halter values in-person collaboration for building trusted relationships and fostering high-performance cultures. While remote flexibility exists, the default is an office-first environment to maximize connection, learning, and team impact.

Diversity and Inclusion

The company encourages applications from all backgrounds, inviting people who may not meet every criterion to still apply and engage in conversation about fit.