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Vay is a remote-driving autonomous vehicle company operating in Las Vegas and scaling rapidly with $410M in strategic investment from Grab. The company has deployed the second-largest commercial driverless fleet in the Western World and has completed over 150,000 trips, with plans to expand across the US and Europe.
This is not a traditional customer support role. You will lead the strategy for creating a highly automated, scalable, and customer-centric experience by identifying friction across the customer journey and building AI-powered solutions. You'll work closely with Product and Engineering to turn customer insights into meaningful product improvements.
You will lead a Customer Support Manager who runs day-to-day operations and oversee a Claims Associate responsible for claims processing and revenue recovery. Your success will be measured by how effectively you improve customer experience, eliminate manual work, and build systems that scale with the business.
Key responsibilities include:
**AI & Process Automation:** Own and execute the AI and automation roadmap for customer support and operational workflows. Identify high-volume, repetitive, or inefficient processes and redesign them using AI, automation, and self-service. Evaluate, implement, and optimize AI-powered solutions including conversational AI, voice agents, automated issue resolution, and workflow orchestration. Take ownership of automation projects end-to-end from identifying opportunities through implementation, rollout, and performance measurement. Work hands-on with tools, integrations, and prototypes where needed, partnering with Engineering on complex implementations. Continuously measure the impact of automation on customer satisfaction, resolution rates, manual workload, and operating costs.
**Customer Product & Experience Improvements:** Own end-to-end analysis of customer friction points from onboarding and booking through vehicle delivery, in-trip experience, and post-trip support. Establish a structured Voice of Customer program that translates support interactions and complaints into actionable insights. Partner closely with Product and Engineering to prioritize and deliver improvements that eliminate root causes of customer contacts. Develop proactive customer communication and self-service experiences that prevent problems before they require support. Measure the impact of product improvements through customer satisfaction and contact rates.
**Operational Excellence & Scalability:** Design scalable customer-facing processes that support growth into new markets without proportional increases in headcount. Identify operational bottlenecks and implement technology-driven solutions to improve speed, quality, and efficiency. Establish clear KPIs and automated reporting to measure customer experience and automation impact. Develop business cases for automation initiatives including expected efficiency gains and cost savings. Collaborate with Operations, Product, Engineering, Finance, and Legal to solve complex customer-related challenges.
**Customer Support Leadership:** Lead and develop the Customer Support Manager who owns day-to-day support operations, workforce management, and CS KPIs. Set the direction for Customer Support and ensure the team has the right tools, workflows, and automation capabilities.
**Claims & Revenue Recovery:** Oversee the Claims Associate responsible for handling customer claims, Terms & Conditions violations, and outstanding charges. Identify opportunities to automate claims intake, evidence collection, customer communication, payment follow-up, and recovery workflows. Partner with Finance, Legal, and Operations to improve recovery rates while maintaining a fair and transparent customer experience.
**Requirements:**
- Background in Product, Technical Program Management, Software Engineering, Forward Deployed Engineering, or Technology Consulting with a track record of shipping internal tooling and workflow improvements
- Proven ability to spot where manual work, broken handoffs, or poor tooling are slowing teams down and turn that into a prioritized plan to fix it
- Proven track record of implementing AI-powered solutions, automating workflows, or improving technology-enabled operational processes; must have personally taken at least one from problem to production and can show measured impact
- Strong technical fluency and understanding of how modern AI tools, APIs, integrations, and automation platforms can be applied to real business problems
- Highly analytical with comfort working with operational data, defining KPIs, building business cases, and measuring results
- Strong product mindset and enjoyment of improving customer journeys by solving root causes rather than treating symptoms
- Ability to thrive in fast-moving startup environments, take ownership beyond immediate responsibilities, and get hands dirty
- Comfortable working onsite in Las Vegas and valuing close collaboration with the team
**Nice to have:**
- Experience with AI agents, LLM-powered applications, conversational AI, voice automation, or workflow orchestration
- Experience in consumer-facing technology, mobility, transportation, or real-time service environments
- Familiarity with customer support platforms such as Zendesk, Intercom, or Salesforce
- Experience working with customer-facing operational teams or managing people managers
- Experience with claims processing, payment recovery, or operationally complex customer workflows
- Background at a high-growth startup or in a hands-on technology transformation role
