Customer Support Representative

Job description

Ever imagined saying, “I helped launch the future of transportation”? 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](https://www.grab.com/sg/). 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 & currently the 2nd largest commercial, driverless car fleet in the Western World. - We've partnered with [Kodiak](https://kodiak.ai/) 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 over 150,000 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 a**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. Shift pattern for this role (Please ensure you are comfortable with this before applying)- **Tuesday - Saturday 2:00pm - 10:30pm with Sunday & Monday off. This will be subject to change depending on the requirements of the business.** #### ***What you’ll be driving*** - Handle inbound customer contacts (calls, email, chat) - 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 are we 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 #### ***Why choose Vay*** 💪A global team of smart, motivated people from 30+ countries who love tackling hard problems and turning bold ideas into reality. 🌍 Huge scope for impact in a fast paced environment 🎫 401(k) programme 🏥 Health, Dental & Vision Insurance 🚗 All Vay team members receive 30% off their Vay rides 🏋️‍♂️ Wellness Hub free gym access & wellness app subscriptions 🛍️ Exclusive external discounts 🎊 Regular team events throughout the year For more information on Vay’s physical demands, working environments and safety requirements, you can review this [link](https://docs.google.com/document/d/1swEohclBwsOgx37G4NHE2szYCA6avS_aQX_WSJ7Ih8k/edit?tab=t.0#heading=h.6dlrur2mwcd9). We’ll also cover anything specific to this role during the first interview. We’d love to stay connected for future opportunities, so feel free to include your LinkedIn profile when you apply. We welcome applications from all backgrounds and experiences. If you’re excited about shaping something truly groundbreaking, we’d be happy to hear from you. #### **Curious to experience Vay yourself? In Las Vegas? Use the code *VAYCANDIDATE* for $10 off your first trip in Las Vegas! Download the "Vay" app from the Apple or Google Play store & off you go!**