Customer Success & Support Lead

Ever wanted to tell people, "Yeah, I helped launch the future of transportation"? Well, here's your shot. At Vay, we're flipping the script on mobility with Remote driving—delivering cars to customers with zero hassle and zero driver inside, offering a unique by the minute car rental service. We're already live in Las Vegas, and trust us, we're just getting started.

Our journey so far since our launch in 2018:

Revolutionary remote driving tech- We built the world's first commercial remote driving product.

Breaking boundaries across continents- 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.

Vegas fleet on the rise- Our vehicle fleet is scaling fast, from 20 to 100 cars in Las Vegas. We're just getting started!

Watch our CEO, Thomas von der Ohe, deliver a live news segment on CNN - VayDrive

Discover what drives our culture- Explore our core values

Why this role is awesome:

As Customer Success and Support Lead, you'll be at the forefront of ensuring a seamless, stress-free experience for Vay users. You'll oversee customer service operations, optimize performance metrics, and drive continuous improvement while leading a team that delivers top-tier support.

You will:

• Own customer service operations, ensuring a world-class experience in every interaction.
• Lead and support a growing team, fostering a culture of empathy and problem-solving.
• Drive process optimizations, reducing friction for customers and streamlining support workflows.
• Use data-driven insights to enhance efficiency, improve satisfaction, and scale our support function.
  
  

What you'll be driving:

Customer Support Operations:

• Take customer support calls during assigned shifts.
• Oversee daily customer support operations, ensuring fast and effective issue resolution.
• Monitor and manage support channels (calls, emails, tickets) for 24/7 coverage.
• Develop and maintain clear escalation processes for technical and operational issues.
  
  

Data-Driven Decision Making:

• Track and analyze key performance metrics.
• Provide weekly KPI reports and insights to leadership, identifying trends and areas for improvement.
• Collaborate with product and operations teams to escalate and resolve recurring customer issues.
  
  

Process Improvement & Optimization:

• Continuously refine support workflows to improve efficiency and reduce customer friction.
• Develop and implement customer service policies and procedures.
• Implement strategies to reduce customer support volume by addressing root causes of issues.
  
  

Collaboration & Growth Strategy

• Participate in cross-functional initiatives to enhance customer experience and streamline support processes.
• Support the development of scalable solutions, including automation and self-service tools.
  
  

What are we looking for:

• 3 years of experience in customer support, service operations, or a similar role.
• Strong analytical mindset with experience in performance tracking and reporting.
• Proven ability to manage and optimize processes for efficiency and scalability.
• Excellent problem-solving and communication skills.
• Familiarity with CRM platforms, ticketing systems, and data tools.
  
  

Why should you join Vay:

🧠 Genius level team - Work with the smartest minds from over 30 countries around the world in deep tech & automotive

🌍 Huge scope for impact in a fast paced environment

💰 Salary stock options

🌴 Unlimited Paid Vacation Days

🏦 401(k)

🏥 Health, Dental & Vision Insurance

🏋️‍♂️ Wellness Hub free gym access & wellness app subscriptions

🎉 Perks at Work Membership

🍎 Snacks & Drinks in Our Downtown Las Vegas Office

🎊 Fun Team Events Every Quarter

Introduction to Vay

If you want to be part of something groundbreaking, let's chat! We highly encourage & welcome applicants from all walks of life to help us create a better future for our world 🚗💨