vay

Head of Customer Support

Las Vegas, Nevada, United States

Sponsorship not specifiedDetected 4 days ago

SalesforceCustomer SupportZendeskIntercomLeadershipCollaboration

About the role

Ever imagined saying, "I helped launch the future of transportation"?
We're rewriting the rules of urban mobility.
We're live in Las Vegas and scaling fast, powered by a strategic investment of up to $410 million from Grab.

Continuously evaluate and implement tooling improvements to enhance efficiency, reporting, and customer experience.
Define and update SOPs for customer support and claims handling.
Drive enforcement of T&C violation claims consistently and fairly.
Establish a structured process to capture and analyze product-related feedback from support interactions.
Act as a customer excellence partner to Product and Operations, ensuring customer pain points are addressed in the roadmap.
Manage, coach, and develop Customer Support agents and the Claims Specialist.
Create a high-performance, customer-centric team culture.
Deliver reporting on CSAT, NPS, SLA adherence, claims resolution, and agent productivity.
Partner with Product to prioritize improvements based on customer insights.

6-10+ years of experience in Customer Support / Customer Experience / Operations, strictly in a tech-enabled, consumer-facing company.
Strong track record owning end-to-end customer experience metrics (CSAT, NPS, SLA, FCR).
Hands-on experience with customer support tooling and AI-driven automation (e.g., Zendesk, Salesforce, Intercom, bots, self-service, knowledge bases).
Experience designing or scaling QA frameworks, training programs, and escalation processes.
For more information on Vay's physical demands, working environments and safety requirements, you can review this link.

Exposure to claims, compliance, or high-stakes customer scenarios is a strong plus.
Experience supporting multi-market or fast-scaling environments preferred.

🧠 Genius-level team – Work with top talent from over 30 countries across deep tech and automotive 🌍 Huge scope for impact – You'll shape how customers experience Vay at scale 💰 Salary + stock options 🌴 Flexible Paid Vacation Days 🏦 401

First to roll out vehicles in both Europe and the USA on public roads without a human being inside & currently the 2nd largest commercial, driverless car fleet in the Western World.
We've partnered with Kodiak to bring remote-driving technology to autonomous trucks in the US, showcasing our ability to integrate our system into heavy-duty commercial vehicles and expand the applications of our tech across the US.
We've completed 10's of thousands of trips so far and are busy multiplying our Las Vegas fleet just to meet demand!
Customer Support Operations
Ensure timely, empathetic handling of all inbound support requests (phone, chat, email, social).
Monitor SLA performance and act as an escalation point for critical cases.
Balance human support with automation and self-service to improve efficiency
Automation & Tool Ownership
Own the customer support technology stack (e.g., Zendesk, Salesforce, Intercom).
At Vay, customers tap a button and a car arrives - with no one inside - powered by our world-first Remote Driving technology on real public streets.

This listing is sourced directly from vay's careers page and normalized into a canonical job model.