Customer Support Lead for Remote-Driving Mobility

Vay; Las Vegas (NV); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) programme

Wellness Hub access

Gym access

Job summary

Vay is building the world’s first commercial remote driving service in Las Vegas. We are seeking a Customer Support Representative to manage inbound inquiries across calls, email, and chat, ensuring high CSAT and smooth bookings in a fast-paced setting.

You will collaborate with Operations and Product, document interactions in our CRM, and follow escalation protocols to resolve issues related to bookings, billing, app usage, and vehicle access.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Customer support

Empathy

Clear communication

Problem solving

Tools

Zendesk

Freshdesk

Job description

Vay is building the world’s first commercial remote driving service in Las Vegas. We are seeking a Customer Support Representative to manage inbound inquiries across calls, email, and chat, ensuring high CSAT and smooth bookings in a fast-paced setting.

You will collaborate with Operations and Product, document interactions in our CRM, and follow escalation protocols to resolve issues related to bookings, billing, app usage, and vehicle access.