Job Opportunities API

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. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. 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 ou