Customer Support Representative

Greenhouse Software, Inc.; Las Vegas (NV); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

30% off Vay rides

Wellness Hub gym access & wellness app

Regular team events

Job summary

Vay, the world’s first commercial remote driving service, is hiring a Customer Support Representative in Las Vegas. You will be the voice of a cutting-edge mobility service, handling inbound contacts and solving bookings, billing, app usage, and vehicle access issues.

Work closely with Operations and Product to improve customer interactions across channels. The role emphasizes clear communication, empathy, and following escalation processes while meeting KPIs like CSAT, FCR, and AHT.

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-facing experience

Empathetic communicator

Fast-paced environment

Escalation processes

CRM/ticketing tools

Tools

Zendesk

Freshdesk

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 . 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 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 exciting

As aCustomer 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.

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

All Vay team members receive 30% off their Vay rides

Wellness Hub free gym access & wellness app subscriptions

Regular team events throughout the year

For more information on Vay’s physical demands, working environments and safety requirements, you can review this link . 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.

The hourly rate for this role is $20, are you happy to proceed on this basis?

DEI @ Vay

We are aware that diversity has many different dimensions but to start, we will be tracking gender and ethnicity, as it is measurable and concrete. To that end, we have started to ask all Vay applicants to anonymously share diversity information. To remove our own bias, this data is held completely separate from the application and will be held in the highest confidence.

At Vay, we consider our work on diversity, equity, and inclusion to be an ongoing effort, and we welcome suggestions and comments. If you are happy to help us with our targets we would really appreciate you self-identifying below.

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