US Customer Support Lead

About the role

We’re looking for a driven and experienced US Customer Support Lead to join our Boulder HQ-based team. As one of the first on-the-ground support hires in the US, this is an opportunity to build, lead, and scale our customer support function in a high-growth environment. Your contributions will directly support Halter’s mission to support 50% of the world's habitable landmass to be more productive and sustainable.

Your leadership will define how Halter delivers support in the US - from optimizing workflows and handling escalations to proactively enabling customers at scale through education, training, and outreach. You’ll drive AI-powered efficiencies, build playbooks that empower self-service, and collaborate across teams to enhance the customer experience.

We’re looking for a leader who’s customer-obsessed, execution-focused and thrives in dynamic, data-driven environments. Someone who doesn’t just manage support but elevates it - building a high-performing team, setting a culture of excellence, and driving continuous improvement.

You lead from the front - rolling up your sleeves, owning escalations, and refining processes - but you also empower your team to deliver exceptional support. You know how to hire, develop, and inspire top talent, ensuring that every interaction adds value.

If you’re excited to build from the ground up, scale a high-impact support function, and contribute to a mission that’s transforming the future of ranching, this is the role for you.

Compensation: $80K/yr - $100K/yr.

What your day could look like

• Lead & execute US customer support: overseeing Tier 1 & Tier 2 teams to ensure fast, high-quality issue resolution.
• Be on the frontlines: jump in on tickets when needed, handling complex issues directly while coaching the team on best practices.
• Own high-priority escalations: working closely with NZ SMEs, Territory Managers, Product, and Engineering to resolve complex issues.
• Optimize AI-driven support (Fin): Collaborating with the AI team to enhance automation while ensuring seamless human intervention when needed.
• Spot opportunities & drive efficiency: analyze trends, improve workflows, and implement scalable, repeatable processes that enhance both customer and team experience. Own proactive enablement, delivering 1:many webinars, playbooks, and best practices that reduce inbound support volume and maximize customer success.
• Be the bridge between teams: partner with Territory Managers to balance technical support and strategic account management.
• Align with the NZ Support Team: ensuring seamless global support operations and knowledge-sharing.
• Own & improve tooling: optimize ticketing, reporting, and analytics to ensure data-driven decision-making.
• Grow the team & the function: contribute to hiring, onboarding, and training, shaping the future of US customer support at Halter.
• Own key success metrics: drive response times, resolution rates, CSAT, and support efficiency to continuously level up performance.

Who are we looking for

• You think in first principles. You’re able to zoom out and see the big picture while also diving deep into the specifics - whether that’s troubleshooting a technical issue, optimizing workflows, or collaborating across teams to continuously improve the support engine.
• You’re a builder. You thrive in high-growth, fast-moving environments and love the challenge of setting up and scaling support operations. You don’t wait for a roadmap - you help create it.
• You’re relentless about customer experience. You approach every challenge with a customer-first mindset, ensuring that support isn’t just about solving problems but driving real value for ranchers and their operations.
• You move fast and execute. You’re comfortable with ambiguity, adapt quickly to change, and know how to prioritize impact over perfection to keep things moving.
• You’re technical and analytical. You love solving complex problems, digging into data to spot opportunities, and optimizing systems for efficiency. Bonus points if you’ve worked with Intercom, Zendesk, or other support platforms.
• You collaborate to win. You break down silos and thrive in a cross-functional environment, working closely with Support, AI, Product, and Field Teams to create seamless solutions.
• You take full ownership. You don’t just identify problems - you drive solutions and see them through to execution. When there’s a challenge, you step up and take responsibility to ensure it gets solved.
• You’re excited about scaling impact. Whether it’s automating support workflows, reducing inbound volume through proactive education, driving AI-powered efficiencies, or refining training and enablement strategies, you’re always looking for ways to make support smarter, faster, and more valuable.

Why our team loves working at Halter

• Every now and again a company comes along that disrupts and transforms an entire industry, leaving society in a better place. Few people get the opportunity to work at companies like these. Halter is an incredible technology transforming an essential industry. We have a genuine and shared connection to our mission to make a difference in the world.
• Our product changes the lives of our customers, directly improving their livelihoods and their lifestyle. Your work matters.
• Dedicate yourself to solving real-world problems alongside an epic team in a high-growth culture. The excitement, risk and reward of a high-growth technology scale-up on the global stage. Our ideas are truly valued, we are able to move fast, and our impact is real.
• Our personal growth is important. Halter offers an annual USD$750 self-development budget to be used for anything that fuels personal growth.
• We offer comprehensive health, vision and dental insurance for our employees, so they can care for themselves and their families.
• 12 weeks of paid parental leave for primary or secondary caregivers to support you and your family.
• Our time to recharge is valued, we’re offered wellness leave and unlimited paid annual leave.
• We're proud to offer 401k and make an employer match. We offer a 100% match on the first 3% you contribute, and a 50% match on the next 2%.
• Importantly, we offer an inclusive and attractive remuneration package made up of salary, benefits and an employee stock ownership plan.

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.

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.

About Halter

At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.

To find out more, visit our careers website, LinkedIn & Instagram.

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.