Customer Support Representative
What's happening at Vay
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!
And soon we'll be expanding across the US & Europe 🚀
Why this role is exciting
As the Customer Support Representative, you'll be the voice of the world's first commercial remote driving service working closely with Operations and Product, your feedback will shape how the service improves handling customer contacts across every channel and making sure every interaction reflects the quality and care Vay is built on.
What you'll be doing
- Handle inbound customer contacts (calls, email, chat) during assigned shifts
- Resolve issues related to bookings, billing, app usage, and vehicle access
- Log and document all interactions accurately in our CRM
- Follow escalation protocols for technical or operational issues
- Meet or exceed KPIs including CSAT, FCR, and AHT
- Flag recurring issues and contribute to process improvements
What we're looking for
- 3+ years of customer-facing experience in support (ride-hailing, mobility, car rental, banking, or similar preferred)
- Clear and empathetic communicator, written and verbal
- Comfortable working in a fast-paced, evolving environment with shifting priorities
- Able to follow escalation processes consistently and document interactions accurately
- Comfortable using digital tools — CRM and ticketing systems (Zendesk, Freshdesk, or similar)
- Must be able to work on-site in Las Vegas, including shift work and weekends