Customer Experience Shift Lead

the team during busy periods or tricky situations • Coach Specialists through regular 1:1s, feedback, and quality reviews • Use data daily to understand volume, quality, trends, and risks across your shift • Escalate effectively and work closely with Product and Engineering when issues need deeper investigation • Share insights from customer conversations to help improve product, processes, and the overall experience • Spend time on farm when needed to better understand how farmers use Halter and where support can make the biggest difference • Contribute to proactive support initiatives like education content, risk identification, and customer outreach • Support clear handovers and collaboration across APAC and USA shifts • Help embed consistent ways of working, standards, and rhythms across

the team • Lift team confidence and capability through calm leadership, clarity, and follow-through This is for you if... You’re customer-obsessed and experience-obsessed. You care deeply about solving real problems for people, not just closing tickets. You’re calm under pressure, clear in how you communicate, and the kind of person others naturally look to for guidance. This isn’t a role about ticking boxes or handling simple requests. You’ll be dealing with real-world complexity, supporting farmers on tough (and good) days, and helping your teammates do their best work. • Strong experience in a customer-facing support or service role • Experience coaching, mentoring, or leading others (formally or informally) • A high bar for quality and customer experience • Comfortable handling complex issues and guiding others through them • Confident using tools like Intercom or Zendesk and improving how work flows • Able to use data to spot trends, prioritise work, and improve outcomes • Clear, calm communicator who builds trust quickly • Comfortable balancing ticket work with coaching and leadership

responsibilities • Curious, improvement-minded, and motivated to raise the standard Our Office First Approach There’s a reason you visit your friends in person, live with your family and don’t do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don’t like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We’re office first , not office only . This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what’s best for Halter. Our office vibe is something special, it’s hard to describe until you’re here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other. Join our team Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the

requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page for more information on working at Halter and don't forget to follow us on LinkedIn & Instagram . Why our team loves working at Halter: Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives.

The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. You'll grow here. Autonomy, mastery, and learning define

how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund. This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"

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