Vay · 15 hours ago
Head of Customer Support
Las Vegas, Nevada, United States
Full-time
Onsite
Director/ExecutiveVay is pioneering urban mobility with their innovative Remote Driving technology, transforming how customers experience transportation. As the Head of Customer Support, you will lead and develop a high-performing team, ensuring exceptional customer experiences while balancing automation and human interaction.
AutomotiveAutonomous VehiclesInformation TechnologySoftware
Responsibilities
Lead, coach, and develop Customer Support Agents and the Claims Associate
Build a high-performance, customer-centric culture with clear standards and accountability
Own hiring, onboarding, training, and ongoing capability development
Ensure fast, empathetic, and professional handling of all inbound support (phone, chat, email, social)
Own SLA performance and act as the escalation point for complex or high-risk cases
Balance human support with automation and self-service to drive efficiency without degrading experience
Oversee claims across accidents, liability, insurance, T&C violations, and billing
Ensure claims handling is tightly embedded in CS workflows with clear escalation paths to Legal
Provide leadership with visibility into claims trends, risks, and systemic issues
Build a structured process to capture, analyze, and quantify customer feedback from support interactions
Surface recurring bugs, UX issues, and feature gaps to Product with data, not anecdotes
Act as a customer excellence partner to Product and Operations, ensuring real pain points shape the roadmap
Own the customer support tech stack (e.g. Zendesk, Intercom, Salesforce)
Lead automation initiatives: macros, bots, self-service portals, AI-assisted support
Continuously improve tooling, reporting, and workflows to support scale
Define and maintain SOPs for customer support and claims handling
Run QA, audits, and calibration sessions to ensure consistent service quality
Ensure T&C enforcement is fair, consistent, and defensible
Own reporting across CSAT, NPS, SLA adherence, resolution times, claims outcomes, and agent productivity
Track the impact of automation and self-service on volume and efficiency
Share Voice of the Customer insights clearly and regularly with Product, Ops, and Leadership
Partner closely with Product to prioritize improvements driven by customer data
Work with Operations, Engineering Ops, and Legal on escalations, claims, and systemic service issues
Qualification
Required
Proven experience leading a customer support or service function in a scaling, high-complexity environment (mobility, marketplace, SaaS, or regulated industries a plus)
Strong people leader with a track record of building high-performing frontline teams
Deep understanding of customer support operations, SLAs, QA, and escalation management
Hands-on experience owning support tooling and driving automation and self-service
Comfortable working with claims, disputes, T&Cs, and Legal escalation paths
Data-driven mindset—able to turn messy customer signals into clear insights and actions
Calm under pressure, sound judgment, and high standards for fairness and consistency
Fluent in English (written and verbal)
Benefits
Salary + stock options
Unlimited Paid Vacation Days
401(k)
Health, Dental & Vision Insurance
Wellness Hub – Free gym access & wellness app subscriptions
Exclusive external Snacks & drinks in our Downtown Las Vegas office
Regular team events
Company
Vay
Vay is a teledriving technology company that enables the remote operation of cars, revolutionizing urban transportation.
Founded in 2018
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$191.82MKey Investors
GrabEuropean Investment BankEIC Scaling Club
2025-11-10Corporate Round· $60M
2024-10-17Debt Financing· $36.82M
2024-03-28Non Equity Assistance
Leadership Team
Thomas von der Ohe
Co-Founder, CEO
Bogdan Djukic
Co-Founder, VP Engineering, Teledrive Experience and Autonomy
Recent News
2025-11-28
Company data provided by crunchbase