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Vay is the world's first commercial remote driving service, operating autonomous vehicles on public roads in Las Vegas and expanding across the US and Europe. Backed by Grab with up to $410 million in strategic investment, Vay has deployed the second-largest commercial driverless fleet in the Western World and has completed tens of thousands of trips.
As a Customer Support Representative, you will be the voice of Vay's customer experience, handling inbound contacts across multiple channels (calls, email, chat) and working closely with Operations and Product teams. Your feedback will directly shape how the service evolves and improves.
Key Responsibilities:
- Handle inbound customer contacts via calls, email, and chat
- Resolve issues related to bookings, billing, app usage, and vehicle access
- Log and document all interactions accurately in the CRM system
- Follow escalation protocols for technical or operational issues
- Meet or exceed KPIs including CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handle Time)
- Flag recurring issues and contribute to process improvements
You'll work in a fast-paced, evolving environment where priorities shift and your ability to adapt is critical. The role requires on-site presence in Las Vegas, including shift work and weekend availability.
Requirements:
- 3+ years of customer-facing support experience (ride-hailing, mobility, car rental, banking, or similar preferred)
- Clear and empathetic communicator, both written and verbal
- Comfortable working in a fast-paced, evolving environment with shifting priorities
- Able to follow escalation processes consistently and document interactions accurately
- Proficiency with 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
