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Halter is an AgTech company revolutionizing livestock management through autonomous grazing technology. The company helps agricultural and dairy producers operate more productively and sustainably by automating traditional herding tasks. Halter is backed by top-tier investors including Founders Fund, Bessemer Venture Partners, and DCVC.
You will build and lead Halter's customer support operation for LATAM from the ground up. This is a hands-on leadership role combining team building, operational excellence, and deep customer engagement.
Key responsibilities:
**Team Building & Leadership**: Hire, onboard, and develop the first Support Specialists for Halter in South America. Establish clear expectations, manage performance through team routines and coaching, and build a high-performance culture aligned with Halter's regional and global standards.
**Customer & Field Engagement**: Spend significant time at producer farms understanding their operations, challenges, and support needs. Work closely with field teams and Territory/Account Managers to monitor customer health and intervene in complex cases. Represent the voice of South American producers in internal conversations.
**Operations & Performance Management**: Implement global support strategy into daily LATAM processes. Own regional KPIs including customer satisfaction, response times, quality, and cost. Use data daily to identify trends, prioritize work, and improve team performance. Develop dashboards and reports tracking health metrics and opportunities. Drive proactive support initiatives including educational content and preventive customer outreach.
**Global Collaboration**: Partner with customer leaders who built support operations in New Zealand, Australia, and the US. Share regional insights with Product and Engineering to optimize Halter for South American context. Collaborate with the AI team to improve automation quality and human-AI handoff workflows.
Required qualifications: 3+ years leading and developing teams in customer-facing environments (support, operations, hospitality). Fluent Spanish and English. Comfortable with ambiguity and building teams/processes from scratch. Demonstrated track record owning results, not just executing tasks. Preferred: knowledge of cattle and dairy industry in Argentina, Uruguay, or Brazil.
