Global Customer Experience Director

The role

You will lead Halter's global Customer Experience organisation, including the Support Centre of Excellence in New Zealand, global escalations, Product Support, and regional customer experience teams. You will own the global strategy, operating model, organization design, budget, headcount, and tooling.

What you will do

• Own and evolve Halter’s global Customer Experience strategy, operating model and standards.
• Lead the regional Heads of Customer Experience.
• Design central and in-market support functions.
• Lead the New Zealand Support Centre of Excellence, global Tier 3 escalations and Product Support teams.
• Build the organisation, processes and tools required to support growth into new markets.
• Set expectations for response times, resolution times, customer satisfaction, quality and cost to serve.
• Build strong regional and shift leads.
• Create a segmented service model for different farmer types.
• Reduce escalations by improving Tier 2 playbooks, training, diagnostics and knowledge.
• Partner with Product, Engineering, Fleet Operations and Launch to fix recurring issues.

Required qualifications

• Led customer support teams at scale in a fast-growing company, including frontline teams, escalation teams and leaders who lead other leaders.
• Commercially sharp with understanding of customer experience, cost to serve, retention, product quality and growth.
• Data-driven.
• Comfortable working across countries, cultures, languages and time zones.
• Ability to give direct feedback and raise standards.
• Strong judgement under pressure.

Nice to have

• Experience in agriculture, farming or another operationally complex industry

Benefits

• Salary, benefits and an employee stock ownership plan
• Southern Cross Health Insurance
• Annual $1000 self-development budget
• 6 months of fully paid parental leave for primary caregivers
• 4 weeks of fully paid secondary caregiver leave
• Wellness leave
• Unlimited paid annual leave

Before you apply

• Apply by sending a cover letter explaining why you’re excited about this role and working at Halter, along with your CV

About the company

Halter enables farmers and graziers to run productive and sustainable operations. The company is backed by Tier 1 investors including Founders Fund, Bessemer Venture Partners, BOND, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.