Global Customer Experience Director

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, Bessemer Venture Partners, BOND, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.

To find out more, visit our LinkedIn & Instagram.

When a farmer needs help, your team answers.

That means 24 hours a day, seven days a week, in every market where Halter operates. Calving doesn’t wait for business hours, and neither do we.

As Global Customer Experience Director, you’ll lead Halter’s global Customer Experience organisation. You’ll oversee our Support Centre of Excellence in New Zealand, global escalations, Product Support and customer experience teams across every region.

This is a role for someone who can build the machine and stay close enough to the field to know whether it’s working.

You’ll own the global Customer Experience strategy, support operating model, organisation design, budget, headcount and tooling. You’ll lead the regional Heads of Customer Experience and be directly accountable to the executive team for the outcomes of the function.

One day, you’ll be working with your leadership team to design the support model for a new market. The next, you’ll be reviewing global escalation trends with Product and Engineering to make sure a recurring issue is fixed at the root. By the end of the week, you might be listening to a frontline support call, working with a regional leader on queue health, or helping the executive team understand what farmers are experiencing on the ground.

This role owns real customer and business outcomes. You’ll be accountable for response times, resolution times, customer satisfaction, escalation rates, cost to serve, support quality, leadership capability and the culture of a global team of more than 100 people.

You’ll work closely with Launch, Fleet Operations, Product, Engineering and Go-to-market Operations to make sure Halter runs as one company and farmers get the experience they deserve.

The impact is significant. Customer Experience is a major business pillar and a core part of Halter’s competitive advantage. This is one of the most important leadership roles in the business.

Who we're looking for:

We’re looking for a rare kind of global support leader: someone who has built high-performing customer organisations before, knows what exceptional looks like, and has the scars, standards and instincts to prove it.

You’ll have led customer support teams at scale in a fast-growing company, including frontline teams, escalation teams and leaders who lead other leaders. You’ll know how to create a support model that is both operationally excellent and deeply connected to the customer.

You’ll be seriously commercially sharp. You’ll understand the relationship between customer experience, cost to serve, retention, product quality and growth. You’ll know what’s happening inside your queues, escalations, workforce plan, service levels and customer feedback — not because someone sends you a report, but because you’re close enough to the work to know where the real opportunities and risks are.

You’ll be data-driven, but never robotic. You’ll understand that the numbers show you where to look, and the people tell you what’s really going on.

You’ll also need to move between worlds with ease. You’ll be credible with the executive team, trusted by regional leaders and close enough to the frontline to understand what happens when a farmer needs help at 2am. You’ll be comfortable working across countries, cultures, languages and time zones, and you’ll know how to adapt a global standard so it works in the real world.

You’ll care deeply about people, but you won’t avoid hard conversations. You’ll give direct feedback, raise standards and help people achieve more than they thought they were capable of.

You’ll bring strong judgement under pressure. You’ll know when to follow the process, when to change it and when to pick up the phone.

Experience in agriculture, farming or another operationally complex industry would be a genuine advantage. It’s not essential. More important is curiosity about how farmers work, respect for the people whose livelihoods depend on Halter, and the ability to earn trust quickly.

Above all, we’re looking for someone with rare ownership, drive and presence. Someone who wants the responsibility of building something enormous. Someone who can lead leaders, shape a global function, raise the bar across markets and still bring energy, pace and belief to the team around them.

This is not a role for someone waiting for a perfect playbook. It’s for someone who can build one.

What your day could look like:

• Own and evolve Halter’s global Customer Experience strategy, operating model and standards.

• Lead the regional Heads of Customer Experience, building strong leaders who can run their markets with autonomy within one global standard.

• Design what runs centrally and what runs in-market, ensuring farmers get fast, consistent support without duplicated effort.

• Lead the New Zealand Support Centre of Excellence, global Tier 3 escalations and Product Support teams.

• Build the organisation, processes and tools required to support Halter’s growth into new markets.

• Set clear expectations for response times, resolution times, customer satisfaction, quality and cost to serve.

• Build strong regional and shift leads who can manage queue health, coaching, quality checks and handovers.

• Create a segmented service model so enterprise, new and at-risk farmers receive the right level of support.

• Reduce escalations b