Customer Experience (CX) Manager

AppDirect

3h • Remote

About The Position

As our Customer Experience (CX) Manager, you’ll take full ownership of delivering world-class support to our global customers across the multiple product lines offered by Firstbase. You are strategic and operational, able to lead a high-performing team while improving systems and processes. You thrive in fast-moving environments, are obsessed with customer satisfaction, and look for opportunities to automate, optimize, and elevate every aspect of the customer journey. You can communicate across the company,
You are a hands-on leader who can define KPIs, analyze performance, and translate insights into action. You understand that CX is not just support, it’s a competitive advantage, and you’re ready to own it end-to-end.

Requirements

• Experience: 6-10 years in CX leadership, with at least 3 years managing teams (global or remote preferred).
• Technical expertise: Ability to speak with product and engineering regarding customer issues and solutions. Be a Zendesk expert.
• Track record: 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.
• Leadership: Exceptional communication, coaching, and team-building skills.
• Mindset: Obsessed with customer satisfaction, operational excellence, and process improvement.
• Adaptability: Thrives in fast-moving, constantly evolving startup environments.

Nice To Haves

• Zendesk certification, experience implementing AI/self-service CX solutions, familiarity with logistics or hardware fulfillment.

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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees