Head of Customer Support

Vay•Las Vegas, NV

About The Position

We’re rewriting the rules of urban mobility. 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. We’re live in Las Vegas and scaling fast, powered by a strategic investment of up to $410 million from Grab. Our mission is simple: replace private car ownership with a faster, cleaner, door-to-door mobility model. If you want to build something real, visible, and genuinely transformative, you’ll feel right at home here. What’s happening at Vay First to roll out vehicles in both Europe and the USA on public roads without a human being inside & one of only two companies in the States operating a commercial driverless service. 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! ...And soon we’ll be expanding across the US & Europe 🚀 Why this role is awesome Customer Support at Vay is not a call center. It’s a core operational function and the voice of the customer inside the business. As Head of Customer Support, you’ll own the end-to-end customer support experience, from frontline delivery and claims handling to automation, tooling, and feedback loops into Product and Operations. You’ll build a function that scales, stays human where it matters, and doesn’t buckle under growth. This is a leadership role for someone who can balance empathy and efficiency, process and judgment, and customer advocacy with commercial reality.

Requirements

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).

Responsibilities

Team Leadership & Development
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.
Customer Support Operations
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.
Claims Oversight
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.
Customer Excellence & Product Feedback Loop
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.
Automation & Tool Ownership
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.
Process & Quality Management
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.
Performance Monitoring & Reporting
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.
Cross-Functional Collaboration
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.