Overview In this role you lead Vay's frontline support, shaping how customers experience our remote-driving mobility platform. You'll fuse people leadership with AI-first workflows to scale a fast-growing, multi-market service. You'll turn customer feedback into product improvements while maintaining speed, empathy, and reliability. This is a chance to influence how a disruptive transport technology delivers exceptional, scalable experiences at scale.
Compensation / Benefits- salary + stock options
- Flexible Paid Vacation Days
- 401(k)
- Health, Dental & Vision Insurance
- Wellness Hub - gym access & wellness app subscriptions
- Snacks & drinks in the Las Vegas office
Responsibilities- Oversee Customer Support Operations, ensuring timely, empathetic handling across channels and escalate critical cases
- Own the customer support technology stack and lead automation initiatives (macros, bots, self-service, AI-driven support)
- Define and update SOPs for support and claims handling; run QA and calibration to ensure quality
- Establish a structured feedback loop from support to Product/Operations to drive roadmap improvements
- Lead and develop Customer Support agents and the Claims Specialist; build a high-performance, customer-centric culture
- Deliver and monitor metrics (CSAT, NPS, SLA, FCR); analyze automation impact on ticket volumes and resolution times
- Oversee Claims Associate's work across accident, liability, insurance, and billing; escalate to Legal as needed
- Collaborate with Product, Ops, Engineering Ops, and Legal on escalations, claims, and recurring service issues
- Partner with Product to prioritize improvements based on customer insights and multi-market needs
Key requirements- 6-10+ years in Customer Support/Experience/Operations in a tech-enabled, consumer-facing company
- Proven experience leading and scaling support teams including people managers and specialists (e.g., Claims, QA, Training)
- Strong track record owning end-to-end customer experience metrics (CSAT, NPS, SLA, FCR)
- Experience acting as Voice of the Customer and driving product improvements with Product and Engineering
- Hands-on experience with tooling and AI-driven automation (Zendesk, Salesforce, Intercom, bots, self-service, knowledge bases)
- Experience designing or scaling QA frameworks, training programs, and escalation processes
- Exposure to claims, compliance, or high-stakes customer scenarios; multi-market or fast-scaling environment a plus
- Customer-centric mindset
- Strong leadership and people development
- Cross-functional collaboration
- Zendesk
- Salesforce
- Intercom
