Customer Experience Manager

Halter

26d•$150,000 - $150,000•Onsite

About The Position

Halter is seeking a builder to lead and scale its US customer experience team. This role involves optimizing operations, driving performance through data, automation, and AI, and owning the day-to-day customer experience for US ranchers and producers. The ideal candidate will have experience scaling operations in a startup environment, a deep customer focus, and a passion for using technology to enhance team efficiency while preserving the human element of support. You will be responsible for hiring, onboarding, and developing CX Specialists, handling complex customer issues, and representing the voice of the US customer internally. This role requires a hands-on approach, combining strategic thinking with practical problem-solving to ensure efficient and effective customer support as the team grows.

Requirements

A genuine builder and operator with experience scaling or materially improving a team or function.
Startup or high growth experience, comfortable building and improving while in motion.
Obsessed with creating the best customer outcomes and experiences.
Genuinely energized by AI and automation as tools to drive team performance.
Ability to be scrappy and provide fast, hands-on fixes when needed, then build systems to prevent recurrence.
3+ years leading and developing teams in a customer-facing environment (support, operations, hospitality, etc.).
Comfortable moving between hands-on problem solving and leadership.
Strong judgment under ambiguity, able to make good decisions when priorities shift.
Clear, calm communication that builds trust quickly with teams and customers.
An improvement mindset, always looking for smarter ways to operate.

Nice To Haves

Experience launching, scaling, or turning around a support or operations function.
An understanding of the ranching or Agriculture industry.
Familiarity with tools like Intercom, Salesforce, or similar systems.
Experience in ag-tech or with hardware/field deployed technology.

Responsibilities

Hire, onboard, and develop Halter's CX Specialists in the US as the team scales.
Run team routines including coaching, 1:1s, and quality reviews to maintain performance and culture.
Step in on complex, high-stakes, or emotionally charged customer tickets to provide support and coach the team.
Spend time with the field team and producers directly to understand their world and advocate for them internally.
Own the operational engine of US support, using data to identify areas for improvement, automation, and AI implementation.
Actively reshape how the team works to improve metrics like CSAT, response times, and cost to serve.
Partner with the Ecosystems team to improve automation quality and ensure seamless handoffs between AI and human support.
Be a driving voice in decisions about what gets automated next and how.
Represent the US region in global planning and forecasting.
Feed insights back to Product and Engineering based on observations from the customer support queue.
Spend time on ranches with customers to understand their operations and needs.
Work alongside Territory Managers and Key Account Managers to understand customer health and escalations.