AppDirect is hiring a Customer Experience (CX) Manager to take full ownership of delivering world-class support for our global customers. You will be a strategic, hands-on leader responsible for defining KPIs, analyzing performance, and translating insights into action, owning CX end-to-end as a competitive advantage.
What You'll Do
- 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 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 for efficiency and consistent experiences.
- Design scalable processes: build playbooks, SOPs, and escalation frameworks to standardize operations globally.
- Drive performance with metrics: define and track KPIs such as CSAT, NPS, resolution time, and first-contact resolution; use data for 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.
What We're Looking For
- 6-10 years in CX leadership.
- At least 3 years managing teams (global or remote preferred).
- Technical expertise: ability to speak with product and engineering regarding customer issues and solutions.
- Proven expertise with Zendesk.
- Proven experience scaling CX operations in a high-growth, SaaS or tech-enabled environment.
- Data-driven mindset: 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.
Nice to Have
- Zendesk certification.
- Experience implementing AI/self-service CX solutions.
- Familiarity with logistics or hardware fulfillment.
Technical Stack
- Zendesk
Team & Environment
You will lead a global CX team, building its strategy and execution from the ground up.
Benefits & Compensation
- Impact: build a global CX organization that directly shapes how customers experience Firstbase.
- Ownership: lead strategy and execution end-to-end with freedom to innovate.
- Innovation: work hands-on with cutting-edge tools, automation, and AI.
- Growth: join a company that invests in your career development and leadership growth.
- Culture: collaborate with a diverse, remote-first team dedicated to excellence and innovation.
Work Mode
This is a global role.
At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
