Customer Experience Representative

About the Company

Halter is building technology to help farmers and graziers run more productive and more sustainable businesses. The platform is helping customers move away from time-heavy conventional practices and is reshaping how grazing is managed. The company is focused on meaningful, high-impact work, and the team is described as ambitious, collaborative, and committed to solving difficult problems.

Halter is supported by major investors such as Founders Fund, Bessemer Venture Partners, BOND, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck, and Icehouse Ventures.

About the Role

Halter is expanding quickly, and its Support function is growing alongside it. The company is looking for Customer Experience Representatives based at its Auckland headquarters who are curious, technically capable, and interested in rethinking what great support looks like.

This is not a traditional call-centre style role. Instead, the work involves investigating issues related to cattle movement, helping farmers through key periods such as mating and calving, and working with both farmers and field teams to identify what is really happening. The role may involve time at a desk as well as time on farm. You will act as a bridge between customers and teams across the business, including field operations, product, engineering, and operations.

The role combines reactive support with proactive outreach. You will respond quickly when problems arise, and you will also reach out when customers need help before an issue escalates. When a farmer contacts support, you will own the matter end to end by listening carefully, clarifying the issue, and driving toward the best possible outcome on farm.

You will gain deep knowledge of Halter’s product and customers quickly, and the role can be a strong pathway into other parts of the business as the company scales.

Working Hours

The team supports farmers and ranchers across New Zealand, Australia, the US, and other regions around the clock. There are two roster options available:

• Early shift: 5:00am to 1:30pm
• Afternoon shift: 10:30am to 7:00pm

Both rosters are full-time and are mainly Monday to Friday, with about one weekend day each month. Every Customer Experience Representative also rotates into an overnight block roughly once every 12 weeks. These overnight shifts are paid at double time and may be completed from home.

What the Role Involves

• Speaking with farmers directly to understand what is happening on their property and helping them get back on track quickly.
• Investigating problems using data, tools, AI, and practical judgment.
• Spending time on farm where needed to better understand the animals and the customer context.
• Identifying recurring patterns and sharing insights that can improve outcomes for farmers and livestock.
• Working closely with field, onboarding, and product teams to create a smooth customer journey.
• Taking ownership of cases from start to finish and ensuring follow-up is completed.
• Keeping farmers informed and making sure nothing is missed.
• Supporting customers through different touchpoints such as virtual sessions, on-farm visits, and live calls during demanding seasons.
• Using an AI-first approach to work faster, smarter, and more effectively for farmers.

What We’re Looking For

• A strong focus on excellent customer outcomes, not just closing a case but improving the customer’s situation.
• Clear and respectful communication, especially when explaining complex ideas simply.
• Strong troubleshooting ability and a habit of asking good questions until the real cause is understood.
• Comfort using systems and data to diagnose issues independently.
• Curiosity about real-world operations, including animals, farms, technology, and the people who rely on them.
• The ability to learn quickly and stay effective in ambiguous or fast-changing situations.
• A calm and structured approach when under pressure.
• Confidence working independently and making sound judgments.
• A strong sense of ownership and follow-through.
• Enjoyment of collaborative work within a small, supportive, cross-functional team.
• Experience from agriculture, veterinary clinics, hospitality, retail, or another high-pressure service environment is welcome, but agriculture experience is not essential.

Office Approach

Halter follows an office-first culture because the company believes in-person connection helps people grow, learn, build trust, and do better work together. The standard setup is to work from the office every day, while still allowing flexibility when needed. The company describes this as office-first rather than office-only, with a high-trust approach to how people manage their work.

Application Process

Candidates are asked to submit a cover letter explaining their interest in the role and in working at Halter, along with a CV. Applicants who do not meet every requirement are still encouraged to apply if they believe they would be a strong fit. Halter emphasizes diversity and inclusion and wants people from different backgrounds to consider the opportunity.

Why the Team Values Working Here

• The work has real impact and helps improve the lives and livelihoods of farmers.
• The team is made up of talented, kind, and driven people who enjoy solving hard problems together.
• There are strong learning and growth opportunities, including autonomy, skill development, and a personal growth fund of $1,000.
• The work is challenging and fast-paced, with a strong sense of shared purpose and ambition.