Customer Support Manager

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By replacing outdated wholesale methods with tools tailored to EVs, Plug empowers dealers to make faster and more profitable decisions with a partner they can trust.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 (Use the "Apply for this Job" box below)..

As Customer Support Manager, you will lead and scale Plug’s customer support function, ensuring that dealer inquiries are resolved with speed, accuracy, and consistency to meet or exceed SLA expectations. You’ll be responsible for developing support processes, coaching and managing the support team, tracking performance metrics, and partnering with internal stakeholders (Operations, DMV/Title, Transport, Arbitration, Finance, Product) to remove blockers and drive service excellence.

In this role, you will shape Plug’s customer experience by defining quality standards, tracking performance, and building an efficient, responsive support organization.

• 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.

• 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.
• 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.

• 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.

• 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.

• 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, Hub Spot, Salesforce, etc.).
• Experience implementing ticketing systems or workflow automation tools.
• Experience hiring and scaling support teams.

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.

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.