Customer Experience Lead — AI-Driven Support

Plug; Los Angeles (CA); On-site; USD 110,000 - 120,000; Full time

Job summary

Plug is seeking a Customer Experience Manager to build and scale a modern, AI-enabled support function. You will own workflows, LPAs, and SLA governance while partnering with Operations, Finance, Sales and Product to remove blockers and improve service levels.

Initially an individual contributor, you will grow the team as the business scales, ensuring fast, accurate responses and proactive issue resolution in a fast-paced startup environment.

Qualifications

• 5+ years in customer support or operations
• Proven experience building or scaling a support function
• Track record of building SOPs, SLAs, dashboards, and reporting frameworks
• Strong cross-functional collaboration with Sales, Operations, Finance and Product
• Hands-on experience with CRM and support platforms (Zendesk/HubSpot/Salesforce)
• Familiarity with workflow automation tools and AI-driven triage or reporting

Responsibilities

• Build and own a modern, AI-native customer support function from the ground up
• Design support workflows, queues, escalation paths, and SLA frameworks with automation
• Create SOPs, response templates and documentation standards that scale without heavy headcount
• Personally manage inbound inquiries while deploying tools to handle volume and improve response quality
• Ensure all requests meet SLA targets with smart queue monitoring and escalation end-to-end
• Own escalations and coordinate across Operations, Sales, Finance and Product
• Identify systemic issues and bottlenecks and surface them to leadership

Skills

Customer support

Operations

Cross-functional collaboration

SOP development

CRM experience

Tools

Zendesk

HubSpot

Salesforce

Automation tools

Job description

Plug is seeking a Customer Experience Manager to build and scale a modern, AI-enabled support function. You will own workflows, LPAs, and SLA governance while partnering with Operations, Finance, Sales and Product to remove blockers and improve service levels.

Initially an individual contributor, you will grow the team as the business scales, ensuring fast, accurate responses and proactive issue resolution in a fast-paced startup environment.