Customer Support Specialist

Customer Support Specialist

We're looking for an epic Customer Support Specialist to join our Boulder team. Support at Halter isn't a call centre. It's a team of problem-solvers who understand our ranchers, our product, and how everything connects. We're the glue between customers and every part of the business - from field teams to product, engineering, and operations.

We work both reactively and proactively, jumping in fast when something's not right, and reaching out when ranchers just need a hand or some guidance. When someone gets in touch, you'll take ownership from start to finish, listening, understanding what's needed, and working with teams across Halter to drive the best outcomes on ranch. You show up every day ready to make a difference - for ranchers, their animals, and your team.

This role offers the opportunity to build a deep understanding of Halter's products and customers, with pathways for career growth across the company.

What your day could look like:

• Talking directly with ranchers through chat and phone - understanding what's happening on ranch and helping them get things back on track fast.
• Troubleshooting technical issues and using data, tools, and your own judgment to solve problems that matter.
• Partnering with technical teams, translating complex issues into simple actions.
• Digging into Support team data, spotting patterns and raising insights that help us improve how Halter works for ranchers and animals.
• Working closely with our Field, Onboarding, Sales, and Product teams to make sure every customer experience is seamless.
• Taking ownership from start to finish - following up, keeping ranchers in the loop, and making sure nothing slips through the cracks.
• Owning your performance metrics, including response times, satisfaction scores, and quality of support.
• Getting out on ranch - seeing Halter in action and understanding the real impact of your work.

This could be for you if:

• You've had 3+ years of experience in customer-facing roles.
• You are customer-obsessed and care deeply about creating better outcomes for ranchers and their animals.
• You're comfortable learning complex, technical systems and using new tools. The idea of learning code doesn't scare you.
• You have a deep understanding of the ranching industry.
• You're curious - you don't stop at the first answer, you dig deeper to understand why.
• You bring calm to chaos and stay steady under pressure.
• You bring energy and joy to your work, and you like being part of a tight team that has each other's backs.
• You build strong relationships - with ranchers, teammates, and the teams you work alongside.
• You are proactive and take ownership. If something needs doing, you do it.
• You enjoy digging through data to find insights or building AI agents to do this for you.
• You love strengthening systems and looking for opportunities to create a world-class Support experience rather than just going through the motions.
• You're collaborative and enjoy working across different teams.

The details:

• Full-time, rostered across 7 days
• Days off will be either Friday/Saturday or Sunday/Monday
• Based in our Boulder office in Colorado

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…