Senior Manager - Customer Experience

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. About the role Our Customer team is growing, and we're looking for a Senior Manager to lead our Tier 2 Customer Experience team. It's 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. You’ll 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. You're 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 isn't a call centre. With our AI agent, owning Tier 1 makes the work reaching Tier 2 harder and more technical. You'll build a team of reps who are great with people and genuinely technical, who can calm a frustrated farmer, diagnose what's actually going on, and own the problem through to a fix. A big part of the role is lifting the team's capability over time so they resolve more themselves and lean less on our Tier 3 specialists. It's 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. You’ll work closely with our regional teams in the US and South America, the wider Customer team, and Halter's Auckland HQ, and you'll 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 they're an APAC customer or another region you're 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 what's really driving volume and customer pain. Partnering with our field teams on customer health, and feeding what you're seeing back to Product, Engineering, and the AI team. Working alongside leaders in our other regions, shaping how we do support globally. Who we're 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. You’ll crush this role if you You're 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 you've got half the picture. You don't 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. You're 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 that’s been thoughtfully designed right in the heart of Auckland city. Did we mention dogs and cows? Healthy body, healthy mind. We’re 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, we’re 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. 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! #J-18808-Ljbffr