Customer Experience Manager

Job Title: Customer Experience Manager Team: Operations Location: Onsite - Santa Monica, CA Employment Type: Fulltime, Salary, Exempt Reports To: Sr. Director, Marketplace Operations 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 By replacing outdated wholesale methods with tools tailored to EVs, Plug empowers dealers to make faster and more profitable decisions with a partner they can trust. For more information, visit 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. What You'll Do... Build & Own the Experience Function 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 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. Compensation and Benefits Annual salary: $110,000 to $120,000 Salary ranges reflect independent, third-party benchmarking against national compensation data. Where an individual's actual offer falls within that range depends on a combination of factors, including relevant experience, specialized skills, training and qualifications, current business needs, and prevailing market conditions. Ranges are reviewed periodically and may be adjusted to reflect changing market conditions. Benefits: Health, vision, and dental insurance Daily lunch stipend Eligibility for equity/stock options, based on role and performance Opportunities for growth and development Equity: Eligible This full-time position is based in Sawtelle (between Santa Monica and West Los Angeles) and is an in-person role. We welcome candidates from all locations to apply, provided they are willing to relocate for the role. Relocation assistance will not be provided for successful candidates. Sponsorship not available at this time. Acknowledgments 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. We believe diverse teams build better products - full stop.