Customer Support Representative

Customer Support Representative

Location: Santa Monica, CA (ONSITE ONLY)

Employment Type: Full-Time

Compensation: $30/hour

About Plug

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 By replacing outdated wholesale methods with tools tailored to EVs, Plug empowers dealers to make faster and more profitable decisions with a partner they can trust.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 https://plug.vin.

The Opportunity

As a Customer Service Representative (CSR) at Plug, you will be responsible for managing and resolving dealer inquiries with speed, accuracy, and professionalism. You will be the frontline resource, ensuring customers receive timely, complete responses and consistently meet or exceed our SLA expectations.

You will work closely with Operations, DMV/Title, Transport, Arbitration, and Product teams to secure answers, unblock issues, and follow requests through to resolution. Your communication, responsiveness, and ability to coordinate across stakeholders will directly shape the customer experience and support Plug’s operational excellence.

What You’ll Do...

Timely Customer Support & SLA Management

• Respond to all inbound customer inquiries within established SLAs.
• Own each request from start to finish, ensuring customers receive timely and accurate updates.
• Monitor support queues, escalate urgent issues, and keep customers informed.
• Track and manage aging requests to prevent delays or lapses in communication.

Issue Resolution & Stakeholder Coordination

• Work cross-functionally with DMV/Title, Transport, Arbitration, and Finance teams.
• Gather required answers and return clear, complete responses to the customer.
• Follow up proactively with internal teams to push issues forward.
• Ensure all escalations are resolved quickly and accurately.

Documentation & Workflow Accuracy

• Collect, verify, and upload customer documents.
• Maintain accurate records of all interactions, statuses, and supporting materials.
• Update CRM and internal systems in real time with notes and next steps.

Communication Quality & Customer Experience

• Deliver clear, concise, and professional communication.
• Set proper expectations regarding timelines and required actions.
• Build trust through consistent follow-through and transparency.

Operational Alignment & Process Improvement

• Identify recurring pain points and provide feedback to improve SOPs.
• Support updates to internal knowledge bases and customer guides.

What You’ll Bring...

• 1–3 years of customer service or operations support experience.
• Fast, reliable response skills with strong SLA discipline.
• Excellent written and verbal communication.
• Ability to manage multiple conversations concurrently.
• Strong organizational skills and comfort with CRM/ticketing tools.
• A customer-first mindset and calmness under pressure.

Why Plug?

• Direct ownership of a core growth lever in a rapidly evolving market.
• Opportunity to shape Plug’s external ecosystem from early stages.
• Work directly with operators who have scaled multi-billion-dollar businesses in automotive, EV, and marketplaces.
• High impact, high autonomy, and clear line of sight to company-level outcomes.

Compensation & Benefits

• Hourly Rate: $30/hour

This full-time position is based in Santa Monica, CA. We welcome candidates from all locations to apply, provided they are willing to relocate to Plug HQ for the role. Relocation assistance will not be provided for successful candidates. 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. 

Next Steps:

Ready to build something from scratch and lead with impact? We’d love to meet you. Email lilli@9boxco.net with your best pitch as to why we should connect with you!