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 use Halter to escape the time‑intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly toward their next break—no quad bikes, no dogs, no fences. It’s like watching magic. Halter is revolutionising grazing and transforming an industry, and we’re looking for people who want to solve meaningful problems alongside a talented team that’s committed to high performance and real change. About the Role We’re building a 24/7 Tier 2 Customer Experience team in Auckland. As Senior Manager you will own the Tier 2 experience end‑to‑end: leading four Shift Leads and their teams, designing shift and overnight rotations, ensuring consistent, high‑quality support for farmers at any hour. You’ll be the first point of escalation, coaching the team on technical problem‑solving, and driving continuous improvement so more issues are resolved on Tier 2 and fewer are escalated to Tier 3. You’ll also spend time on‑farm, attending events and understanding how customers use Halter, feeding insights back to Product and Engineering to shape future solutions. Coaching Shift Leads to run high‑performing teams, setting clear expectations and holding the bar across every shift. Ensuring each shift delivers a world‑class experience for all customers, whether in APAC or out‑of‑hours coverage for other regions. Intervening on complex, high‑impact tickets and using those moments to coach the team. Helping representatives understand the root of an issue and own the solution, increasing Tier 2 resolution rates and reducing escalations. Spending time on‑farm with customers, field reps, and at the R&D farm. Owning KPIs, spotting patterns across tickets and shifts, and identifying the true drivers of volume and customer pain. Partnering with field teams on customer health, feeding insights back to Product, Engineering, and AI. Collaborating with leaders in other regions to shape global support practices. Who We’re Looking For 3+ years leading a customer‑facing team, preferably with other managers or leaders under you. Experience in support, customer experience, success or operations—ideally in an always‑on or multi‑timezone environment. A proven record of building team capability and lifting performance over time. Comfort with technical problem‑solving and the ability to deepen that skill set within the team. Strong data skills; you use data daily to drive decisions and performance. Cross‑functional collaboration with Product, Engineering, or field teams. You’ll Crush This Role If You Are customer‑obsessed, caring deeply about farmers and their animals. Can hire, coach, and grow a high‑performing people team. Can dive into hard problems yourself and translate complexity into plain language for others. Run on data, spotting patterns before they become problems and making decisions with partial information. Thrive in speed and ambiguity, making timely decisions when priorities shift. Think big but start small, iterating quickly to test and move forward. Own the process end‑to‑end, seeing tasks through to completion. Have an AI‑first mindset, rapidly adopting new tools and embedding them into workflow. Bonus Points If You Have Experience leading a 24/7 or overnight function. Experience with hardware products or field‑deployed technology. Understanding of the farming or livestock industry. High‑growth or startup experience. Familiarity with Intercom, Salesforce, or similar tools. Experience with AI support tooling and human‑in‑the‑loop workflows. Experience in ag‑tech. Benefits Dedication to solving real‑world problems alongside an epic team. Shared connection to our mission of making a difference. Pride in joining an iconic NZ tech company with global impact. Fast‑moving, high‑growth culture with real impact. Dog‑friendly office in Auckland’s heart. Partnership with Southern Cross Health Insurance for wellbeing. 6 months fully paid parental leave for primary caregivers, 4 weeks for secondary caregivers, and additional parental benefits. Annual $1,000 self‑development budget. Unlimited paid annual leave and wellness leave. Competitive remuneration with salary, benefits, and employee stock ownership. On‑site snacks and drinks to fuel your day. Our Office First Approach We believe in‑person collaboration as the foundation for high‑performance teams. Working from the office is our default, but we flex when needed. A high‑trust culture means everyone is trusted to do what’s best for Halter. Our office vibe is energetic and collaborative, making work enjoyable and growth unlimited. EEO Statement Halter is committed to promoting a diverse and inclusive workplace—a place where we can all be ourselves and do the best work of our lives. We encourage qualified candidates who may not tick every requirement to still apply. If this opportunity sounds like you, please send your cover letter and CV. #J-18808-Ljbffr