Head of Customer Experience

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. **Curious to experience Vay yourself? 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!** #### **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 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. The **Head of Customer Experience** 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. ## What you’ll be driving - **Customer Experience Operations** - 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 - **Automation & Tool Ownership** - 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. - **Process & Quality Management** - 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. - **Customer Excellence & Product Feedback Loop** - 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. - **Team Leadership & Development** - 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. - **Performance Monitoring & Reporting** - 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. - **Claims Oversight** - 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. - **Cross-Functional Collaboration** - 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. ## What we’re looking for - 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**. - Exposure to **claims, compliance, or high-stakes customer scenarios** is a strong plus. - Experience supporting **multi-market or fast-scaling environments** preferred. ## Why you should join Vay 🧠 **Genius-level team** – Work with top talent from over 30 countries across deep tech and automotive 🌍 **Huge scope for impact** – You’ll shape how customers experience Vay at scale 💰 **Salary + stock options** 🌴 **Flexible Paid Vacation Days** 🏦 **401(k)** 🏥 **Health, Dental & Vision Insurance** 🏋️‍♂️ **Wellness Hub** – Free gym access & wellness app subscriptions 🎉 **Exclusive external** 🍎 **Snacks & drinks** in our Downtown Las Vegas office 🎊 **Regular team events** 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. ####