Plug · 20 hours ago
Customer Support Manager
Santa Monica, CA
Full-time
Onsite
Senior Level
$110K/yr - $120K/yr
5+ years expPlug is a wholesale platform built exclusively for used electric vehicles, aiming to empower dealers with innovative tools for buying and selling. As the Customer Support Manager, you will lead and scale the customer support function, ensuring timely resolutions of dealer inquiries and developing processes to enhance the customer experience.
Wholesale
Responsibilities
Build & Own the Support Function (First Hire)
Serve as the first dedicated Customer Support leader at Plug, building the function from the ground up
Design support workflows, queue structures, escalation paths, and SLA frameworks
Create SOPs, response templates, documentation standards, and performance dashboards
Establish service standards and define what “great support” looks like at Plug
Develop hiring plans and onboarding frameworks as the team scales
Hands-On Customer Support & SLA Ownership
Personally manage inbound inquiries while building the foundation for a scalable team
Ensure all customer requests are responded to within established SLAs
Monitor queue health, prioritize urgent cases, and prevent aging requests
Own complex or high-impact escalations end-to-end
Cross-Functional Leadership & Escalation Management
Act as the central point of coordination across DMV/Title, Operations, Transport, Arbitration, Finance, and Product
Drive accountability across teams to ensure customer issues are resolved quickly
Communicate clearly with dealers regarding timelines, blockers, and next steps
Surface systemic issues and operational bottlenecks to leadership
Process, Quality & Continuous Improvement
Build quality assurance frameworks and coaching mechanisms
Implement reporting systems to track SLA performance, resolution time, and customer satisfaction
Identify recurring pain points and implement scalable solutions
Partner with Product and Operations to improve tooling and automation
Autonomous Execution & Strategic Growth
Operate independently with high ownership and decision-making authority
Continuously evaluate and improve support efficiency as volume grows
Prepare the support organization for scale, including tooling, hiring, and performance infrastructure
Qualification
Required
5+ years of experience in customer support or operations environments
Experience building or scaling a support function (startup or high-growth environment preferred)
Strong hands-on capability — comfortable both managing tickets and designing systems
Proven ability to create SOPs, SLAs, dashboards, and reporting frameworks
Strong cross-functional leadership skills and comfort driving alignment
Excellent written and verbal communication skills
High ownership, autonomy, and comfort operating in ambiguity
Experience with CRM/support platforms (Zendesk, HubSpot, Salesforce, etc.)
Experience implementing ticketing systems or workflow automation tools
Experience hiring and scaling support teams
Benefits
Equity
Company
Plug
The future of the EV marketplace is right here. Buy and sell high-quality, used EVs though the marketplace built exclusively for electric vehicles.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Saul Diez-Guerra
Chief Technology Officer
Recent News
Renewable Energy Magazine
2025-09-17
2025-07-15
Seattle TechFlash
2025-07-09
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