Back
Head of Customer Support
Full-time
About Vay
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.
About The Role
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.
What You'll Be Driving
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
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
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
What We're Looking For
Proven experience leading a customer support function in a scaling, high-complexity environment
Strong people leader with a track record of building high-performing frontline teams
Hands-on experience owning support tooling and driving automation and self-service
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
