Customer Support Manager

Role Overview

Plug is hiring a Customer Support Manager to establish and grow a support operation for a business focused on used electric vehicle wholesale. This role is based in Santa Monica, California, and is intended for someone who can build a modern, efficient support team with strong process design, data-driven decision-making, and automation in mind. The position starts with individual contributor responsibilities and can expand into team leadership as the function grows.

Compensation

The offered compensation is $110,000 to $120,000 per year, plus equity.

About the Company

Plug operates a wholesale platform dedicated exclusively to used EVs. It serves dealers and commercial consignors with EV-specific data, tools, and expertise that help simplify buying and selling at wholesale. Its Trade Desk tool allows dealers to quickly obtain cash offers or list EV trade-ins into auction, reducing friction and improving returns. The company positions itself as a trusted partner that helps dealers move faster and make more profitable decisions.

What You Will Do

• Set up and own the customer support function as the first dedicated support leader, with a focus on an AI-enabled, scalable operating model.
• Design the support structure, including queues, escalation routes, workflow rules, and SLA expectations, with automation and smart routing built in.
• Develop reusable SOPs, reply templates, and documentation standards that can support growth without requiring equivalent headcount growth.
• Handle incoming customer issues directly while using the right tools to manage volume, add context, and improve response quality.
• Keep customer requests moving within SLA targets through active queue monitoring and follow-up on aging tickets.
• Resolve complex or high-priority escalations by coordinating across Operations, Sales, Finance, and Product.
• Identify recurring operational problems and bring them to leadership before they create larger issues.
• Create quality assurance methods that combine human review with automated conversation analysis and coaching suggestions.
• Set up reporting to monitor SLA adherence, resolution speed, and customer satisfaction.
• Regularly look for opportunities to automate work before adding more staffing.

Requirements

• At least 5 years of experience in customer support or operations, preferably in a startup or fast-growing environment.
• Demonstrated success in creating or expanding a support function from the ground up.
• Experience building practical SOPs, SLAs, dashboards, and reporting tools that teams rely on.
• Strong ability to work cross-functionally and align stakeholders across Sales, Operations, Finance, and Product.
• Hands-on experience with customer support and CRM tools such as Zendesk, HubSpot, or Salesforce.
• Exposure to workflow automation tools that help scale operations without increasing staffing.
• Preference for candidates who have used AI tools for ticket triage, response support, or operational reporting.

Location and Work Setup

This is a full-time onsite role in Santa Monica, California. Candidates must already be located in the Los Angeles area or be willing to relocate there. Relocation support is not available.

Equal Opportunity Statement

Plug is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.