Customer Experience Manager - AI-Driven Support

Plugmotors; Santa Monica (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

Growth opportunities

Job summary

Plug is seeking a Customer Experience Manager to build, lead, and scale a modern, AI-native support function. You will design workflows, SLAs, and processes that deliver fast, accurate responses and high customer satisfaction, starting as an individual contributor with potential to grow into a team.

You will collaborate with Operations, Finance, Sales, and Product to remove blockers, manage inbound inquiries, own escalations, and surface systemic issues.

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: Serve as the first dedicated Customer Experience leader at Plug, building a modern, AI-native support function from the ground up.
• Design support workflows, queue structures, escalation paths, and SLA frameworks with automation and intelligent triage at the core
• Create SOPs, response templates, and documentation standards that scale without scaling headcount
• Deliver & Elevate the Customer Experience: Personally manage inbound inquiries while deploying the right tools to handle volume, surface context, and accelerate response quality
• Ensure all customer requests are responded to within established SLAs, using smart queue monitoring to keep aging requests from slipping through the cracks
• Own complex or high-impact escalations end-to-end, acting as the central coordination point across Operations, Sales, Finance, and Product
• Proactively surface systemic issues and operational bottlenecks to leadership before they compound.
• Operate, Improve & Scale: Build quality assurance frameworks that combine human judgment with automated conversation review and coaching recommendations
• Implement reporting systems to track SLA performance, resolution time, and customer satisfaction
• Continuously evaluate support efficiency - asking what should be automated before asking what should be staffed

Skills

Customer experience

Operations leadership

Cross-functional collaboration

CRM platforms

AI tools familiarity

Tools

Zendesk

HubSpot

Salesforce

Automation tools

Job description

Plug is seeking a Customer Experience Manager to build, lead, and scale a modern, AI-native support function. You will design workflows, SLAs, and processes that deliver fast, accurate responses and high customer satisfaction, starting as an individual contributor with potential to grow into a team.

You will collaborate with Operations, Finance, Sales, and Product to remove blockers, manage inbound inquiries, own escalations, and surface systemic issues.