Customer Experience Specialist

Ever Cars•San Francisco, CA

3d•Remote

About The Position

Ever is a direct-to-consumer dealership built entirely around used electric vehicles. We buy, recondition, and sell fully inspected EVs through an integrated, AI-native retail and reconditioning operation — making it dramatically easier for people to buy a quality electric car, online or in person. Headquartered in San Francisco with operations across California and expanding nationwide, Ever is backed by leading investors following a $100M Series A, and is scaling its footprint to bring trusted, transparent EV ownership to more customers. The CX Resource Coordinator is the front door to Ever. As the first point of contact for every inbound customer — across phone, SMS, email, and chat — you triage each contact, answer process and pricing questions, scrub spam, and route customers quickly to the team that can actually help them: Sales, Purchasing, Finance (F&I), Title & Registration, or post-delivery support. Customer Experience is one team that owns how it feels to contact Ever. You don't carry a revenue number and you don't advance deals — your job is to get every customer to the right person as fast as possible, and to make sure no one is left waiting in silence. You serve customers across all of Ever's markets from a single team and queue, so a customer in Los Angeles reaches the same standard of care as one in San Francisco. Because the handoff is what makes or breaks the experience, you execute it as a written standard: a scripted live introduction, a clean CRM context pass, and a hand-off the receiving team accepts as qualified. You're also the first to recognize when an issue could threaten the customer relationship, escalating it cleanly to the CX escalation lane before it becomes a problem. Extended evening and weekend coverage is part of the model and is scheduled on staggered shifts.

Requirements

1–5+ years in a BDC, inside sales, customer support, customer success, or high-volume lead and contact management role.
Strong phone presence and professional, consultative communication.
Comfort working fast-paced inbound and outbound queues across multiple channels.
A track record of hitting activity, response, and quality targets.
Strong organizational and follow-up skills — you keep clean records and let nothing fall through.
Coachable, high-energy, and resilient, with a growth mindset.
Sound judgment in customer conversations and de-escalation.
Passion for EVs and the future of transportation.
Hands-on experience with CRM and dialer systems (HubSpot, Salesforce, or similar).
Strong written communication for email and SMS.
Comfort navigating multiple tools and dashboards at once.
Ability to manage large contact volumes efficiently.
Data literacy — understands conversion metrics and funnels, and how first response and routing affect them.

Nice To Haves

Automotive, dealership, or EV customer-operations background.
Experience in a high-growth, multi-site, or direct-to-consumer environment where volume scales fast.
Working knowledge of vehicle title, registration, or warranty processes.
Experience supporting or standing up a centralized contact or support team.

Responsibilities

Be the first point of contact for all inbound customer communication across phone, SMS, email, and chat, responding quickly and consistently.
Qualify each customer's needs, timeline, and situation; scrub spam; and answer common process and pricing questions.
Route each customer to the correct destination team — Sales, Purchasing, F&I, Title & Registration, or post-delivery — the first time.
Execute handoffs as a written standard: scripted live introduction, CRM context pass, and a receiving commitment from the destination team. A handoff only counts when the receiving team accepts it as qualified.
Guide customers through Ever's EV buying and selling process, setting clear expectations at every step.
Re-engage cold and dormant contacts through structured follow-up cadences.
Recognize issues that could threaten the customer relationship and escalate them cleanly to the CX escalation lane before they grow.
Keep CRM records accurate and complete so every downstream team inherits full context.
Surface patterns in lead quality and contact themes back to Marketing, Product, and CX leadership.
Help refine scripts, routing logic, and outreach playbooks as the function is built.