Customer Experience Specialist

About Halter

Halter is dedicated to empowering farmers and graziers to operate the most efficient and sustainable farms. Our innovative technology enables herds of cattle to move calmly at their own pace without traditional methods involving quad bikes, dogs, or fences. This revolution in grazing transforms not only farming but also lives and the broader industry. Our high-performance culture fosters problem-solving, dedication, and care, supported by top-tier investors including Founders Fund and Rocket Lab’s Peter Beck.

Role Overview

We are expanding our Customer Experience team at our Auckland headquarters and seek individuals who combine curiosity, technical proficiency, and a fresh approach to customer support. Unlike conventional call centers, our support staff troubleshoot complex farm animal behaviors, assist farmers through critical periods like mating and calving, and collaborate closely with our field teams. You will manage each customer interaction fully, ensuring effective resolutions and maintaining ongoing communication.

Work Schedule

• Choose from two full-time rostered shifts: Early (5:00 AM–1:30 PM) and Afternoon (10:30 AM–7:00 PM), primarily Monday through Friday with occasional weekend duties approximately once a month.
• Staff rotate through an overnight shift about every 12 weeks, compensated at double pay and eligible for remote work during these blocks.

Daily Responsibilities

• Engage directly with farmers to understand and swiftly resolve on-farm issues.
• Diagnose problems using data analytics, AI tools, and personal judgment.
• Participate in on-farm visits to deepen understanding and support efficacy.
• Identify patterns and insights to enhance product and customer experience.
• Collaborate with cross-functional teams including field operations, onboarding, and product development.
• Own issue resolution thoroughly, maintain communication, and ensure no detail is overlooked.
• Support farmers in various contexts including virtual sessions and phone consultations during demanding seasons.
• Apply an AI-first approach to improve workflow efficiency and customer outcomes.

Who You Are

• Driven to exceed customer expectations and enhance overall farmer experience, not merely close tickets.
• Effective communicator capable of simplifying complex concepts respectfully.
• Inquisitive problem-solver dedicated to uncovering root causes using data.
• Comfortable with technology and independent troubleshooting.
• Genuinely interested in the intersection of agriculture, technology, and animal welfare.
• Fast learner who remains curious and adaptable amidst ambiguity and rapid change.
• Calm and methodical under pressure, capable of managing chaotic situations.
• Self-reliant with strong ownership and follow-through skills.
• Team-oriented, enjoying collaboration with diverse departments.
• Background could vary from agriculture, veterinary services, hospitality or retail, united by a passion for supporting people under stress. Agriculture experience is appreciated but not mandatory.

Company Culture and Philosophy

We prioritize an office-first work model valuing in-person connection as essential for fostering relationships, collaboration, and professional growth, while embracing flexibility as needed. Our dynamic and energetic environment is recognized as inspiring by employees transitioning from more remote or hybrid workplaces.

Diversity & Inclusion

Halter is committed to creating an inclusive workplace where all individuals can thrive. We encourage applicants who might not meet every qualification but believe they can contribute meaningfully to apply and discuss potential fit.

Why Join Us?

• Engage in work that significantly impacts farmers' lives and sustainability.
• Collaborate with talented, diverse, and motivated colleagues tackling challenging real-world problems.
• Benefit from autonomy and substantial opportunities for learning and growth, supported by a personal development allowance.
• Accept the challenge of transformative work that is both rewarding and demanding, described by team members as an exhilarating journey akin to a rocket ship ride.