AppDirect · 20 hours ago
Customer Experience (CX) Manager
United States
Full-time
Remote
Senior Level
6+ years expAppDirect is a company focused on providing infrastructure for remote work. As the Customer Experience (CX) Manager, you will lead a global team to deliver exceptional support across multiple product lines, optimizing processes and driving customer satisfaction.
AppsCloud Data ServicesPaaSSaaSSoftware
Responsibilities
Lead and grow a global CX team: Recruit, coach, and develop high-performing agents and leads across multiple time zones
Support multi-faceted product lines: Build a CX strategy and Provide support for a growing global physical supply chain and B2B SAAS product lines
Own CX systems and automation: Optimize Zendesk workflows, macros, automations, triggers, and dashboards to ensure efficiency and consistent experiences
Design scalable processes: Build playbooks, SOPs, and escalation frameworks that standardize operations globally
Drive performance with metrics: Define and track KPIs such as CSAT, NPS, resolution time, first-contact resolution, and team productivity; use data to drive continuous improvement
Be the voice of the customer: Collaborate with Product, Operations, and Engineering to turn insights into product and operational improvements
Champion quality and knowledge management: Implement QA programs, maintain knowledge bases, and develop training to ensure consistency and excellence
Leverage automation and AI: Identify opportunities to streamline work, enable self-service, and reduce repetitive tasks
Be the product expert: Learn the Firstbase platform and be the main conduit between the customer and product/engineering
Qualification
Required
6-10 years in CX leadership, with at least 3 years managing teams (global or remote preferred)
Ability to speak with product and engineering regarding customer issues and solutions
Proven experience scaling CX operations in a high-growth, SaaS or tech-enabled environment
Able to define KPIs, analyze trends, and implement improvements based on metrics
Exceptional communication, coaching, and team-building skills
Obsessed with customer satisfaction, operational excellence, and process improvement
Thrives in fast-moving, constantly evolving startup environments
Preferred
Zendesk certification
Experience implementing AI/self-service CX solutions
Familiarity with logistics or hardware fulfillment
Benefits
Build a global CX organization that directly shapes how customers experience Firstbase.
Lead strategy and execution end-to-end with freedom to innovate.
Work hands-on with cutting-edge tools, automation, and AI.
Join a company that invests in your career development and leadership growth.
Collaborate with a diverse, remote-first team dedicated to excellence and innovation.
Company
AppDirect
AppDirect is a cloud-based software company that provides a platform for businesses to sell and manage their software subscriptions.
501-1000 employees
H1B Sponsorship
AppDirect has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (4)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$574.5MKey Investors
La CaisseInvestissement QuebecJP Morgan Chase
2023-01-09Debt Financing· $100M
2021-03-19Debt Financing· $43.75M
2020-09-16Private Equity· $185M
Leadership Team
Andy Sen
CTO and Co-Founder
Mathew Spolin
SVP Engineering
Recent News
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Company data provided by crunchbase