---
title: 'Senior Manager, Customer Experience, Ever - SF at Ever'
canonical: 'https://feeny.ai/job/senior-manager-customer-experience-ever-sf-ever-san-francisco-vaxfs12qsy6m'
type: 'job'
last_seen: '2026-09-14'
---

# Senior Manager, Customer Experience, Ever - SF at Ever

- **Company:** Ever
- **Location:** San Francisco, CA
- **Posted:** 2026-07-12
- **Last confirmed live:** 2026-09-14
- **Apply:** https://job-boards.greenhouse.io/ever/jobs/5333002008

## Job description

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.

## The Role

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.

## What You’ll Own

- 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.

What Good Looks Like

- 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.

## What You Bring

- 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.
- Contact-center stand-up — Background standing up or scaling a contact center or centralized support team.
- Process credentials — Lean, Six Sigma, or equivalent process-improvement training.
- Title and registration familiarity — Working knowledge of vehicle title, registration, and warranty processes.

## Compensation & Benefits

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.

Position details

- Department — Operations (Customer Experience)
- Location — San Francisco or Los Angeles hub
- Travel — Occasional, between the SF and LA hubs
- Reports to — VP of Operations
- Direct reports — Customer Experience Specialists (team grows with volume)
- Employment type — Full-time

Ever is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.

## About Ever

## Company Overview
- **One-liner**: Ever is an AI-native auto retail platform focused on electric vehicles, enabling customers to buy and sell EVs both online and in-person.
- **Entity Type**: Private (Series A, $100M in total equity and debt funding raised)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2022
- **Founders**: Lasse-Mathias Nyberg (Co-Founder & CEO), Maximilian Quertermous (Co-Founder & COO), TJ Casner (Co-Founder & CTO)

## Core Business
- Primary industry/industries: Automotive retail (EV-focused), E-commerce, AI-powered operations
- Target customers: B2C – EV buyers and sellers across the U.S.
- Mission or purpose statement: "Redefining the possible with AI-native auto retail" and "building the next-generation auto retail platform"

## Products & Services
- **EV Sales (Online & In-Store)**: Full-service buying and selling of electric vehicles, including a physical showroom in San Francisco and a new location in Costa Mesa (Orange County). Customers can browse 200+ EV models and trims.
- **Instant Cash Offer (Buying)**: Ever buys cars directly from sellers for instant cash, with an online pre-qualification process.
- **Certified Pre-Owned EVs**: Each vehicle undergoes a 150-point inspection, battery health check, and Carfax history report.
- **Warranty & Guarantees**: 90-Day Limited Warranty and 7-Day Money Back Guarantee.
- **Financing**: Stress-free financing options available for buyers.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company).
- **Key Metric**: Total funding raised: $100M (equity and debt) after a recently completed Series A round.
- **Notable Investors/Partners**: Backed by "leading investors" (specific names not publicly listed in available sources); leadership team includes alumni from Uber, Tesla, Rivian, Lithia, Penske, Carvana, Lyft, Meta, J.P. Morgan, BCG.
- **Growth Signals**: 
  - Served 4,000+ customers to date.
  - Operating in 30+ U.S. states.
  - Expanded to a second location (Costa Mesa, CA) with "new locations across the U.S. coming soon."
  - Claims to have avoided 40,000+ tCO2 through EV adoption.
  - 50+ employees and actively hiring across 22 open roles (Engineering, Operations, Sales, Marketing, Finance).

## Competitive Advantages
- **AI-Native Operations**: The company describes itself as the "first AI-native auto retail platform," using AI to power both product and operations, differentiating from traditional dealerships or legacy online used car retailers.
- **EV Specialization**: Focus exclusively on electric vehicles, offering deep expertise, a curated selection of 200+ EV models, and specific battery health inspections.
- **Full-Stack Model**: Combines online marketplace with physical showrooms and service centers, providing a seamless omnichannel experience.
- **Strong Leadership Team**: Executive team with deep experience from top tech (Uber, Meta, Lyft) and automotive (Tesla, Rivian, Carvana, Lithia) companies.

## Strategic Focus
- **National Expansion**: Opening new locations across the U.S. beyond San Francisco and Costa Mesa.
- **Scaling AI & Technology**: Continuing to build out the AI-native platform to improve inventory management, pricing, and customer experience.
- **Growing Market Share in EVs**: Capturing the rapidly growing EV market as adoption increases.
- **Talent Acquisition**: Actively recruiting across all departments to support rapid growth.

## Why Work Here
- **Mission-Driven**: Opportunity to work at the intersection of tech and sustainability, directly contributing to EV adoption (40,000+ tCO2 avoided).
- **High Growth Stage**: Recently closed Series A with $100M in funding, indicating strong financial runway and rapid scaling. The company aims to build "the next $100B+ automotive business."
- **Strong Engineering Culture**: Engineering team is based in a dedicated office at 525 Brannan Street in San Francisco, focused on "building the next generation of auto retail."
- **Hybrid/In-Office Policy**: Roles are location-specific (San Francisco, Costa Mesa, Irvine). Engineering and corporate roles appear to be based in SF; operations and sales roles are in-person at showrooms.
- **Notable Team**: Work alongside former professionals from Uber, Tesla, Rivian, Carvana, Meta, Lyft, BCG, and J.P. Morgan.
- **Diverse Roles**: 22 open positions across Engineering, Operations, Sales, Marketing, Finance, and People, offering opportunities for various career paths.

## Sources
1. [evercars.com](https://www.evercars.com/about-us)
2. [evercars.com](https://www.evercars.com/)
3. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/ever)
4. [linkedin.com](https://www.linkedin.com/company/evercars)

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