Head of Customer Support

Vay•Las Vegas, NV

10h•Onsite

About The Position

Customer Support at Vay is not a call center. It’s a core operational function and the voice of the customer inside the business. The Head of Customer Support leads Vay’s frontline support organization, overseeing Customer Support Representatives and the Claims Associate. This role ensures customer inquiries and claims are handled with speed, empathy, and professionalism while also positioning CS as the voice of the customer within the company. He will be in charge of surfacing customer needs to internal company stakeholders and closely works with them to resolve issues and identify product improvements. Beyond operational leadership, the Head of Customer Support is an AI-first operator automating CS processes, owning support tools, and building efficient workflows that scale with the business. By working closely with Product, Operations, and Legal, they ensure that customer feedback drives continuous improvement and customer excellence.

Requirements

6–10+ years of experience in Customer Support / Customer Experience / Operations, strictly in a tech-enabled, consumer-facing company.
Proven experience leading and scaling Customer Support teams, including people managers (Leads/Managers) and specialist roles (e.g., Claims, QA, Training).
Strong track record owning end-to-end customer experience metrics (CSAT, NPS, SLA, FCR).
Demonstrated experience acting as the Voice of the Customer, translating support insights into product improvements in close partnership with Product and Engineering.
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.

Nice To Haves

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

Responsibilities

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
Own the customer support technology stack (e.g., Zendesk, Salesforce, Intercom).
Lead automation initiatives: macros, bots, self-service portals, and AI-driven support.
Continuously evaluate and implement tooling improvements to enhance efficiency, reporting, and customer experience.
Define and update SOPs for customer support and claims handling.
Run QA and calibration sessions to ensure consistent service quality.
Drive enforcement of T&C violation claims consistently and fairly.
Establish a structured process to capture and analyze product-related feedback from support interactions.
Surface recurring bugs, UX issues, and feature requests to the Product team with data-driven insights.
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.
Oversee hiring, onboarding, and ongoing training.
Deliver reporting on CSAT, NPS, SLA adherence, claims resolution, and agent productivity.
Track impact of automation/self-service on ticket volume and resolution times.
Share Voice of the Customer insights across Product, Operations, and Leadership.
Supervise the Claims Associate’s work across accident, liability, insurance, T&C violation, and billing claims.
Ensure claims handling is embedded in CS processes with clear escalation to Legal.
Provide visibility to leadership on claims trends and risks.
Partner with Product to prioritize improvements based on customer insights.
Work with Ops, Engineering Ops, and Legal on escalations, claims handling, and recurring service issues.