Director of Customer Experience

AppSumo; Austin (TX); Remote; USD 90,000 - 130,000; Full time

Job summary

AppSumo is looking for a Director of Customer Experience to lead customer support transformation with an AI-first approach. In this remote role, you will own the customer journey, enhance automation, and mentor a skilled support team, all while enjoying unique benefits like flexible hours and an open vacation policy.

Benefits

Health insurance through Blue Cross Blue Shield

401(k) matching

100% remote work model

Open vacation (PTO) policy

Flexible hours

Freedom to have a side hustle

Free access to AppSumo marketplace software

All-expenses-paid annual company trip

Free lunch once a week

Qualifications

• 7+ years in Customer Experience, Support Operations, or similar roles.
• 3 years of experience managing and mentoring CX or support teams.
• Strong data literacy to track and improve resolution metrics.

Responsibilities

• Lead the charge in transforming how we support and retain customers.
• Own the customer journey by enhancing automation and refining help docs.
• Collaborate with cross-functional teams to embed CX thinking across departments.

Skills

Customer Experience

Support Operations

Data Literacy

Automation

Tools

Zendesk

HelpScout

AI chatbots

Job description

Meet AppSumo

AppSumo is the first place entrepreneurs start. We help small businesses become Sumo sized by promoting great software at awesome prices. We've helped launch thousands of top B2B tools like Mailchimp, Evernote, Itercom, and Dropbox just to name a few.

At AppSumo, we believe work doesn't have to suck. We love helping entrepreneurs build a lifestyle they're passionate about. And that includes you.

The foundation of our culture is treating teammates like adults. This is a place where we actually encourage you to have a side hustle and develop your career at AppSumo. You'll learn everything about starting and growing a business here - and get paid to do it.

We're on a mission to open the doors of entrepreneurship to everyone. You in?

Why this is your dream job:

As Director of Customer Experience, you'll lead the charge in transforming how we support and retain customers with an AI-first approach that still feels human. You'll build CX systems that scale trust, optimize efficiency, and genuinely delight our community of Sumo-lings.

You'll 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. You'll 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.

Past Experience:

• 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
  
  

The 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)
  
  

Unique Perks to Take Care of You:

• 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
  
  

Ready to join us?

Individuals seeking employment at AppSumo are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.