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.
