Director of Customer Experience, AppSumo
Online marketplace for discounted software
Be an early applicant
Online marketplace for discounted software
101-200 employees
Be an early applicant
101-200 employees
Company mission
To open the door of entrepreneurship to everyone.
Role
Who you are
- 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
What the job involves
- 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
Our take
Accessibility to cutting-edge software tools is essential in scaling a small business, but the prices are not always affordable, particularly for entrepreneurs. Whilst software companies sometimes provide their digital products at a discounted rate, it is impossible to predict when this will occur, making it difficult for those who need the discount to benefit from it.
AppSumo provides a digital marketplace for discounted business software, curating daily deals into a single platform. By partnering with software providers, the company facilitates entrepreneurs and small businesses on a budget to access software that they otherwise wouldn’t be able to afford, whilst also connecting software providers with customers that they wouldn’t normally have.
Whilst customers can already access AppSumo’s deals by monitoring the prices of first-party software, the marketplace prevents customers from having to spend time doing this, curating daily deals into a single place. Through this business model, the company can increase the accessibility to cutting-edge business software whilst increasing the audience scope for industries such as cloud computing and AI analytics.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Company benefits
- Work how you want - We want you to get your best work done, whether that’s in PJs or in person. With our hybrid work model, you can work remotely from home or say hi to your friends in the Austin office! (But we’ll never make you come in.)
- Flexible days off - We're serious about our open PTO policy. Take a mental health break or impromptu getaway whenever you need. We love when you're at the top of your game
- Matching 401(k) and equity - We offer a robust 401(k) plan and match contributions to help you prepare for retirement. Plus, you’ll have access to equity options so you share in the company’s success. Let’s just say we’re invested
- Gear up - You’ll get a brand-new computer, plus a monthly $250 stipend for your first three months to set up your space in the most optimal way for you. Standing desk, ergonomic chair, plant friends—you name it. Oh, and free access to every tool on AppSumo’s marketplace.
- 100% covered health insurance - Unlock complete health benefits through Humana along with dental, vision, and partial coverage for your family. We genuinely care about your well-being. Happy Sumos are healthy Sumos
- Be yourself - We’re people, not employees. Live a full life outside of work. Grow your side hustle (we’ll support you). And hang out with teammates through weekly comped lunches
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Noah Kagan
(Co-Founder & CEO)Previously co-founded Gambit. Founder of OkDork since 2001.
Salary benchmarks
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