Head of Customer Support

Overview

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, backed by up to $410 million from Grab. Our mission is to replace private car ownership with a faster, cleaner, door-to-door mobility model.

If you want to build something real, visible, and transformative, you’ll feel right at home here.

• First to roll out vehicles in both Europe and the USA on public roads without a human inside; currently the 2nd largest commercial driverless car fleet in the Western World.
• Partnered with Kodiak to bring remote-driving technology to autonomous trucks in the US, integrating our system into heavy-duty commercial vehicles.
• Completed tens of thousands of trips and expanding the Las Vegas fleet to meet demand.
• Expanding across the US & Europe in the near future.

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. You’ll build a function that scales, stays human where it matters, and doesn’t buckle under growth.

This is a leadership role for someone who can balance empathy and efficiency, process and judgment, and customer advocacy with commercial reality.

• 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.

• 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 without degrading experience.

• Oversee claims across accidents, liability, insurance, T&C violations, and billing.
• Ensure claims handling is embedded in CS workflows with clear escalation paths to Legal.
• Provide leadership with visibility into claims trends, risks, and systemic issues.

• Build a structured process to capture, analyze, and quantify customer feedback from support interactions.
• Surface recurring bugs, UX issues, and feature gaps to Product with data, not anecdotes.
• Act as a customer excellence partner to Product and Operations, ensuring real pain points shape the roadmap.

• Own the customer support tech stack (e.g. Zendesk, Intercom, Salesforce).
• Continuously improve tooling, reporting, and workflows to support scale.

• Define and maintain SOPs for customer support and claims handling.
• Run QA, audits, and calibration sessions to ensure consistent service quality.
• Ensure T&C enforcement is fair, consistent, and defensible.

• 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.

• Partner closely with Product to prioritize improvements driven by customer data.
• Work with Operations, Engineering Ops, and Legal on escalations, claims, and systemic service issues.

• Proven experience leading a customer support or service function in a scaling, high-complexity environment (mobility, marketplace, SaaS, or regulated industries a plus).
• Strong people leader with a track record of building high-performing frontline teams.
• Deep understanding of customer support operations, SLAs, QA, and escalation management.
• Hands-on experience owning support tooling and driving automation…