Customer Experience Leader - AI-Driven & Scalable

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

Benefits offered by this job

Health, vision, and dental insurance

Daily lunch stipend

Equity/stock options

Job summary

Plug, a wholesale platform for used EVs, seeks a Customer Experience Manager for an onsite role in Santa Monica, CA. You will build and scale a modern, AI-native support function with cross-functional collaboration across Operations, Finance, Sales, and Product.

The role starts as an individual contributor with growth opportunities as the team expands. You will design workflows, SLAs, SOPs, and dashboards; manage inquiries within SLAs; own escalations; and drive continuous improvement to deliver

Qualifications

• 5+ years in customer experience/support or operations, ideally in a high-growth or startup environment.
• Proven experience building or scaling a support function from the ground up.
• Track record of building SOPs, SLAs, dashboards, and reporting frameworks that teams actually use.
• Strong cross-functional collaborator with experience driving alignment across Sales, Operations, Finance, and Product.
• Hands-on experience with CRM and support platforms such as Zendesk, HubSpot, or Salesforce.
• Familiarity with workflow automation tools that scale without adding headcount.
• Preference for candidates with experience leveraging AI tools for triage, response assistance, or operational reporting.

Responsibilities

• Build & Own the Experience Function by creating a modern, AI-native support structure from the ground up.
• Design support workflows, queue structures, escalation paths and SLA frameworks with automation at the core.
• Create SOPs, response templates, and documentation standards that scale without headcount growth.
• Personally manage inbound inquiries while deploying tools to handle volume and accelerate response quality.

Job description

Plug, a wholesale platform for used EVs, seeks a Customer Experience Manager for an onsite role in Santa Monica, CA. You will build and scale a modern, AI-native support function with cross-functional collaboration across Operations, Finance, Sales, and Product.

The role starts as an individual contributor with growth opportunities as the team expands. You will design workflows, SLAs, SOPs, and dashboards; manage inquiries within SLAs; own escalations; and drive continuous improvement to deliver