Customer Experience (CX) Manager

About Firstbase / AppDirect

Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Today, we serve both workers and businesses by doing two things: we give businesses the ability to instantly support remote workers with all the physical goods they need to do great work (from computers to furniture to company swag & perks), and we give workers the ability to pick and choose what they need for their unique circumstances, then return it when they leave.

Firstbase is part of AppDirect who offer a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work

About You

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.

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 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

What We’re Looking For

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

Why You’ll Love Working Here

• 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.

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.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

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