Director of Customer Experience

Summary

Join AppSumo as the Director of Customer Experience and lead the transformation of customer support and retention using an AI-first approach. You will build scalable CX systems, enhance automation, refine help documentation, reduce resolution times, and create feedback loops. This role involves owning the entire customer journey, collaborating with cross-functional teams (Product, Engineering, Marketing), and leading a growing support team. You will leverage data to track and improve key metrics such as resolution time, deflection rate, NPS, and CSAT. The ideal candidate has 7+ years in customer experience and 3+ years managing teams, along with hands-on experience with various CX tools and a passion for automation.

Requirements

• 7+ years in Customer Experience, Support Operations, or similar roles
• 3 years of experience managing and mentoring CX or support teams
• Hands-on experience with CX tools like Zendesk, HelpScout, AI chatbots, and automation platforms
• Strong data literacy with ability to track and improve metrics like resolution time, deflection rate, NPS, and CSAT
• Deep understanding of the end-to-end customer journey and how to improve it
• Comfortable working across teams and representing the customer voice in Product, Engineering, and Marketing discussions
• A builder’s mindset: you’ve launched tools, refined workflows, and made CX operations more efficient without losing the human touch
• Passion for automation, but with a strong sense of when a real human should step in

Responsibilities

• Lead the charge in transforming how we support and retain customers with an AI-first approach that still feels human
• Build CX systems that scale trust, optimize efficiency, and genuinely delight our community of Sumo-lings
• Own the customer journey from end to end by enhancing automation, refining help docs, reducing resolution time, and building feedback loops that turn insights into action
• From Reddit threads to support tickets, NPS to Plus renewals, you’ll be at the center of it all
• Collaborate cross-functionally with Product, Engineering, and Marketing to embed CX thinking across every department, and lead a growing team of passionate, high-performing support pros while you’re at it

Benefits

• Health insurance through Blue Cross Blue Shield, plus vision, dental, life insurance, and mental health services for you and your loved ones
• 401(k) matching
• 100% remote work model
• Open vacation (PTO) policy (plan to make your Slack status a “🌴” at least one week per quarter)
• Flexible hours that let you start late or take that midday power nap
• Freedom to have a side hustle (we don’t treat that word like it’s Voldemort)
• Free access to all the software and tools in the AppSumo marketplace
• An invite to our annual all-expenses-paid company trip (think Costa Rican Resort , not teambuilding at Generic Corporate Venue #84)
• Free lunch once a week, all the gear you need and work that actually makes an impact