Senior Manager, Customer Experience

About Ever

Ever is a direct-to-consumer dealership built entirely around used electric vehicles. We buy, recondition, and sell EVs through a fully integrated retail and reconditioning operation, making it dramatically easier for people to buy a quality, fully inspected electric car. Headquartered in San Francisco with operations across California, Ever is backed by leading investors and is scaling its footprint to bring trusted, transparent EV ownership to more customers.

As Senior Manager, Customer Experience, you build and lead Ever's customer experience function from the ground up. You own the customer relationship across the entire journey: the questions before a purchase, the stretch between a signed deal and a delivered car, and everything that happens after the keys change hands. Today this work is scattered across several teams. You bring it under one roof as a single, always-on layer that keeps every customer informed, heard, and taken care of.

Reporting to the VP of Operations and based at our San Francisco or Los Angeles hub, you begin as a hands‑on builder. You personally handle customer contact, stand up the support ticketing system, and set the tone for how Ever treats its customers. As volume grows, you hire and lead a team of Customer Experience Specialists and shift into oversight, escalation, and continuous improvement.

You partner closely with Sales, Finance, Reconditioning, and Delivery, warm‑handing customers to the right specialist and staying the relationship anchor until every issue is resolved. Expect occasional travel between the SF and LA hubs as the function extends across both markets.

• Function build — Stand up Ever's customer experience function as its first dedicated owner, bringing scattered customer contact under a single, always‑on layer across the full journey.
• Customer relationship ownership — Own the customer relationship from pre‑purchase through post‑delivery, serving as the relationship anchor even when a specialist team handles the resolution.
• Ticketing system — Own the customer support ticketing system end to end, including configuration, routing logic, tier definitions, SLAs, and reporting.
• Milestone communications — Own the customer‑facing communications from deal signing through delivery (signed, payment confirmed, reconditioning complete, transport scheduled, delivered) so no customer is left waiting in silence.
• Review monitoring and response — Own daily monitoring and response across online reviews, protecting Ever's reputation and feeding themes back into the operation.
• Post‑delivery support — Own post‑delivery customer care, including title and registration follow‑up, warranty intake, goodwill requests, and initiation of the return process.
• Warm‑handoff protocols — Define and run the warm‑handoff protocols with Sales, Finance, Reconditioning, and Delivery so customers move cleanly between teams and always land back with CX.
• Team building and leadership — Hire, train, and lead a growing team of Customer Experience Specialists, transitioning from hands‑on coverage to oversight and escalation as volume scales.
• Improvement reporting — Produce monthly improvement reporting back to the specialist functions, feeding the Weekly Business Review and closing the loop on recurring issues.

• One clear owner — Every customer interaction has a single, accountable home, and senior capacity is no longer pulled into ad‑hoc support.
• No silent gaps — Customers consistently hear from Ever at every milestone between signing and delivery, and the most common post‑sale complaint disappears.
• Returns and escalations trend down — Repeat‑claimant and high‑risk situations are caught early and resolved inside an acceptable window, lowering returns and escalations.
• Reputation recovers — Review volume and average score recover and hold as response becomes consistent and fast.
• A function that scales — Team, tooling, and SLAs are ready for each step up in volume before the volume arrives, not after.

• Customer experience leadership — 5+ years in customer experience, customer success, or customer operations,…