Customer Experience Manager
Earthling Automotive · Bay View (San Francisco)
$90,000–$120,000 OTE, based on experience · Uncapped variable · 100% employer-paid medical, dental & vision (employee coverage)
About the role
Earthling Automotive is a fast-growing hybrid and EV service shop in the Bay Area, and we are hiring the person who will own how our customers are treated from first contact through completed service. This is a startup environment, so you will wear a lot of hats and have real room to make your mark. If you have been a service advisor stuck in a “profits over people” cycle and you want to build something better, this is that opportunity.
You will report directly to the CEO and be the face of the shop: the person setting the tone for how every customer is treated. We call it partnership, treating the customer as a partner in whatever they are trying to accomplish with their vehicle. It is one of our core values and it runs through everything here.
What you'll own
You will write and present service estimates, sell the value of the work, and build service plans around each customer's priorities and budget. You will be the steady, professional, human voice customers hear when they reach out, when their car is in the shop, and when it is time to come back. You will handle the harder conversations, questions, concerns, and complaints, and turn them into satisfied customers. As we grow, you will shape how we message, how we follow up with aging customers, and how we recover work we have lost.
You will work shoulder to shoulder with our production team on service approach, pricing, and parts sourcing, and with our CEO and marketing on reengagement and growth. You will get strong support from the team, and you will be trusted to run with it.
What we're looking for (the essentials)
Two things are non-negotiable:
First, you have written service before. You have worked as a service advisor or service writer, you know your way around shop tools and looking up parts, and you can estimate and sell work without being trained from zero. Automotive knowledge comes with this.
Second, you genuinely love people. You like talking to customers, you like making them happy, and it shows. Plenty of people are great with cars and rough with people, or great with people and lost with cars. We are hiring for the rare overlap.
If you also bring vision, ambition, and the drive to build something rather than just maintain it, you will thrive here.
What you'll grow into
You do not need these on day one, but they are where this role goes:
- Becoming our in-house Tesla and EV service expert, going deep on common services, parts sourcing, and where the market is heading.
- Building out our service menu and canned jobs so estimating is fast, consistent, and accurate.
- Spotting what customers are asking for that we do not offer yet, and helping us decide whether to expand into it.
- Managing and mentoring our Customer Success Specialist as the team grows.
Tools you'll use (or pick up quickly)
Shop-Ware, AdvisoRx, AutoOps, PartsTech and WorldPac, factory and aftermarket service information, Google Workspace, Claude, and Slack.
Benefits
Earthling covers 100% of the employee premium for medical, dental, and vision. Dental and vision are carried through MetLife, with dental including up to $1,500 in annual coverage. Dependent coverage is available and can be added through payroll deduction.
Why this is exciting
We are building something new in an EV market that is wide open in San Francisco, and we go hard for the right ideas, whether that is marketing, equipment, or a new service line. You will have direct access to leadership, real autonomy, and the ability to build scalable systems that shape the business. If you want to grow a career in this industry and care about doing it the right way, let's talk.
Pay: $90,000.00 - $120,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: In person
