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Halter is a climate-tech company enabling farmers and graziers to run sustainable, productive operations through innovative grazing management technology. The company is backed by tier-1 investors including Founders Fund, Bessemer Venture Partners, and DCVC.
You'll lead Halter's US customer experience team into its next phase of growth. The team has been operational for about a year; your mission is to scale it, sharpen operational maturity, and drive performance through customer experience excellence, data-driven insights, automation, and AI integration.
Key responsibilities include:
- Hiring, onboarding, and developing CX Specialists as the US team scales. You'll run coaching sessions, 1:1s, and quality reviews while raising performance and cultural standards.
- Stepping into complex, high-stakes, emotionally charged support tickets—cases where a rancher's herd or producer's operation is on the line—and using those moments to coach your team.
- Owning the operational engine of US support. You'll use data daily to identify where the team loses time, where automation can handle repetitive work, and where AI can elevate customer experience. You'll actively reshape workflows to improve CSAT, response times, and cost-to-serve metrics.
- Partnering with the Ecosystems team to refine automation quality and ensure seamless AI-to-human handoffs. You'll be a driving voice in determining what gets automated next and how.
- Representing the US region in global planning and forecasting. You'll feed customer insights back to Product and Engineering based on real queue data and the full range of US customer needs.
- Spending time on ranches with customers. You'll work alongside Territory Managers and Key Account Managers in person to understand how ranchers actually operate, what challenges they face, and what success looks like from their perspective.
You're a genuine builder and operator who has scaled or materially improved a team or function in a startup environment. You're customer-obsessed, understand the producer's world deeply, and are genuinely excited about using operations, AI, and automation as real levers—not buzzwords. You know when human touch beats automation and protect the human experience where it matters most. You're equally comfortable getting scrappy to solve an immediate customer problem and building systems to prevent it from happening again.
