Customer Experience Manager

About the role

Halter is on the lookout for an enthusiastic and experienced professional to spearhead our customer experience team in the United States as we embark on a new growth journey. This position is in refining our team's operations and performance by leveraging data analytics, automation, and artificial intelligence to enhance customer interactions. Your primary responsibility will be to guarantee a and positive experience for ranchers and producers who engage with Halter.

Key facts

What you'll do

• Recruit, onboard, and mentor a growing team of Customer Experience Specialists, ensuring their continuous development and performance excellence.
• Tackle intricate customer inquiries and these experiences to coach your team on effective resolution techniques.
• Manage the operational framework of US customer support, analyzing performance data to pinpoint inefficiencies, identify automation opportunities, and explore how AI can elevate customer satisfaction.
• Partner with the Ecosystems team to enhance automation processes, ensuring a transition from AI-driven support to human assistance for customers.
• Advocate for the US customer perspective in global strategy discussions, providing valuable insights to Product and Engineering teams based on firsthand experiences.
• Directly engage with ranchers and farmers to understand their operations, challenges, and needs, collaborating with Territory and Key Account Managers to monitor customer health and satisfaction.
• Develop and implement strategies that promote a customer-centric culture within the team, ensuring that every interaction reflects Halter's commitment to excellence.
• Analyze customer feedback and trends to inform product development and service enhancements, ensuring that customer needs are met proactively.
• Foster a collaborative environment where team members feel empowered to share ideas and contribute to continuous improvement initiatives.
• metrics and KPIs to track team performance and customer satisfaction, making data-driven decisions to enhance service delivery.
• Create and maintain training materials and resources that support team development and knowledge sharing.
• Lead initiatives that promote a positive team culture, encouraging engagement and motivation among team members.

Requirements

• Demonstrated experience in building and optimizing teams or operational processes, with a history of achieving significant improvements.
• Background in startup or fast-paced environments, showcasing adaptability and resourcefulness.
• A strong commitment to delivering outstanding customer experiences, recognizing their significance beyond mere metrics.
• Passion for utilizing AI and automation as tools to boost team efficiency and performance.
• Ability to respond swiftly and effectively to immediate customer needs while also developing sustainable long-term solutions.
• Minimum of 3 years of leadership experience in customer-facing roles, such as support, operations, or hospitality.
• Proficient in balancing hands-on problem-solving with overarching leadership responsibilities.
• Strong decision-making capabilities in uncertain or ambiguous situations.
• Exceptional communication skills that build trust and rapport with both team members and customers.
• A mindset focused on continuous improvement and innovation.
• A fun-loving attitude that contributes to a positive work environment.

Nice to have

• Experience in launching, scaling, or revitalizing customer support or operational functions.
• Familiarity with the agriculture or ranching industries.
• Knowledge of customer service tools such as Intercom, Salesforce, or similar platforms.
• Background in ag-tech or experience with technology deployed in field settings.

Our Office First Approach

At Halter, we prioritize in-person connections, believing that a office culture is essential for growth, collaboration, and building lasting relationships. While we encourage working from the office as a default, we also value flexibility when needed. Our high-trust environment empowers everyone to act in the best interests of Halter, and our office atmosphere is and engaging, creating a space where employees can thrive and enjoy their work.

Join our team

Halter is committed to creating a diverse and inclusive workplace where everyone can contribute their best efforts. We encourage candidates who may not meet every single requirement to apply, as we recognize the potential in all individuals. If you are excited about this opportunity, please submit your cover letter expressing your enthusiasm for the role along with your resume.

• Being part of meaningful work that transforms the industry and enhances the lives of farmers.
• Collaborating with talented individuals to tackle complex challenges.
• Opportunities for personal and professional development, supported by a dedicated personal development fund.
• Embracing the challenges of reshaping an industry, alongside a team that values hard work and innovation.