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Senior Manager - Customer Experience
Full-time
Halter is on a mission to enable farmers and graziers to run the most productive and sustainable operations, using technology that lets cattle be managed without quad bikes, dogs, or fences. The Customer team is growing, and Halter is looking for a Senior Manager to lead its Tier 2 Customer Experience team, a 24/7 team based in Auckland that supports farmers and ranchers around the clock, with APAC as the main customer plus out-of-hours coverage for other regions.
You'll own the Tier 2 experience end to end, leading and developing 4 Customer Experience Shift Leads and their reps, owning shift and overnight rotations, and being the first point of escalation. With an AI agent owning Tier 1, the work reaching Tier 2 is harder and more technical, so you'll build a team that is great with people and genuinely technical, lifting capability over time so they resolve more themselves and lean less on Tier 3 specialists.
What Your Day Could Look Like
Coaching Shift Leads to run high-performing teams, setting clear expectations, and holding the bar across every shift.
Ensuring a world-class experience for every customer, whether APAC or another region covered out-of-hours.
Jumping on complex, high-impact, or high-risk issues and using those moments to coach the team.
Growing reps who can diagnose the why behind an issue and own the fix, resolving more at Tier 2.
Spending time on farm with customers, field reps, and at the R&D farm.
Owning KPIs, spotting patterns across tickets and shifts, and understanding what drives volume and customer pain.
Partnering with field teams on customer health and feeding insights back to Product, Engineering, and the AI team.
Working alongside leaders in other regions to shape global support.
Who We're Looking For
3+ years leading a customer-facing team.
