Customer Experience Manager

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

About Plug

Plug is the only wholesale platform built exclusively for used electric vehicles. Designed for dealers and commercial consignors, Plug combines EV‑specific data, systems, and expertise to bring clarity and confidence to the wholesale buying and selling process. With the addition of Trade Desk™, dealers can quickly receive cash offers or list EV trade‑ins directly into the auction, removing friction and maximizing returns. By replacing outdated wholesale methods with tools tailored to EVs, Plug empowers dealers to make faster and more profitable decisions with a partner they can trust.

Location: Santa Monica (on‑site)
Compensation: $110K – 120K + Equity

The Opportunity

As Customer Experience Manager, you will build, lead, and scale a support function designed for the way modern teams operate: lean, data‑informed, and increasingly automated. You'll ensure that as we grow, inquiries are resolved with speed, accuracy, and consistency that meets or exceeds SLA expectations. You'll develop support processes, track performance metrics, and partner with Operations, Finance, Sales, and Product to remove blockers and drive service excellence. You will initially join as an individual contributor, with the opportunity to grow as you build and manage the team around you.

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

What You'll Bring

• 5+ years in customer 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

Location

This is a full‑time, onsite position based in Santa Monica, CA. We are only considering candidates who are currently located in, or willing to relocate to Los Angeles. Relocation assistance is not provided.

Equal Opportunity Employer

Plug is an Equal Opportunity Employer.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.