Ever (evercars.com)

Ever (evercars.com)

Senior Manager, Customer Experience, Ever - SF

San Francisco · Senior · Full-time

Sponsorship not specified$110k-$140kDetected 11 days ago
CRMProcess ImprovementCustomer SuccessCustomer SupportLeadershipCommunicationMentoring

About the role

  • 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.

Responsibilities

  • 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.
  • 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.
  • One clear owner - Every customer interaction has a single, accountable home, and senior capacity is no longer pulled into ad hoc support.
  • We celebrate diversity and are committed to building an inclusive environment for all employees.

Requirements

  • Experience in high-growth automotive, retail, e-commerce, or other multi-site or direct-to-consumer operations where volume scales fast.
  • Customer experience leadership - 5+ years in customer experience, customer success, or customer operations, including direct ownership of a support or service function.
  • People leadership - A track record of hiring, coaching, and leading customer-facing teams, ideally building a team from a small base.
  • High-growth operating environment - Experience in high-growth automotive, retail, e-commerce, or other multi-site or direct-to-consumer operations where volume scales fast.
  • Systems and ticketing fluency - Hands-on experience configuring and running a support ticketing or CRM system, including routing, tiering, and SLA design.
  • Cross-functional operator - Comfort working across Sales, Finance, Operations, and field teams, holding clear ownership boundaries while keeping the customer at the center.
  • Communication and judgment - Excellent written and verbal communication, with sound judgment in de-escalation, goodwill decisions, and sensitive customer conversations.
  • Data orientation - Fluency turning support and review data into themes, reporting, and process changes that reduce repeat issues.
  • Travel readiness - Based at the SF or LA hub and able to travel occasionally between the two markets as the function expands.

Nice to have

  • Automotive or EV background.
  • Experience in dealership, automotive retail, or EV customer operations.
  • Process credentials - Lean, Six Sigma, or equivalent process-improvement training.
  • Title and registration familiarity - Working knowledge of vehicle title, registration, and warranty processes.
  • Position details
  • Department - Operations (Customer Experience)
  • Travel - Occasional, between the SF and LA hubs
  • Reports to - VP of Operations

Compensation

  • The base salary range for this role is $110,000-$140,000, calibrated to experience and location.
  • The total package also includes an annual performance bonus, equity, and a comprehensive benefits package including medical, dental, and vision coverage, and paid time off.

Company info

  • 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.
  • 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.
  • No silent gaps - Customers consistently hear from Ever at every milestone between signing and delivery, and the most common post-sale complaint disappears.
  • 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.
  • You personally handle customer contact, stand up the support ticketing system, and set the tone for how Ever treats its customers.

Equal opportunity

  • Ever is an equal opportunity employer.
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