Customer Support Representative

About Vay

Vay is pioneering a transformative urban mobility experience by offering fully driverless cars on public streets via their innovative Remote Driving technology. Currently operating in Las Vegas and expanding rapidly, they aim to replace personal vehicle ownership with a cleaner, faster door-to-door transportation alternative, supported by a $410 million investment from Grab. The company already operates the second largest commercial driverless car fleet in the Western world and is broadening its presence across the US and Europe.

Role Overview

As a Customer Support Representative at Vay, you will serve as the primary point of contact for customers, representing the world’s first commercial remote driving service. Your collaboration with Operations and Product teams will be vital in enhancing the customer experience and ensuring interactions uphold Vay’s commitment to care and quality.

Key Responsibilities

• Manage inbound customer communications through calls, emails, and chats during set shifts.
• Address issues concerning bookings, billing, application usage, and vehicle access.
• Accurately document all customer interactions using the company's CRM system.
• Adhere to escalation protocols for handling technical and operational challenges.
• Strive to achieve or exceed key performance indicators including customer satisfaction (CSAT), first contact resolution (FCR), and average handle time (AHT).
• Identify recurring problems and help implement process enhancements.

Qualifications and Skills

• Minimum of three years in customer-facing roles, preferably in ride-hailing, mobility, car rental, banking, or related industries.
• Exceptional communication skills with empathy, both written and verbal.
• Ability to thrive in a dynamic, fast-moving workplace with changing priorities.
• Disciplined in following escalation procedures and thorough in maintaining interaction records.
• Proficient in digital platforms such as CRM and ticketing tools (Zendesk, Freshdesk, or equivalents).
• Must be available to work on-site in Las Vegas, including weekends and flexible shifts.

Employee Benefits and Perks

• Join a diverse global team from over 30 countries, working on challenging, innovative projects.
• Opportunity to make a significant impact in a fast-growing technology company.
• 401(k) retirement plan to support your financial future.
• Comprehensive health, dental, and vision insurance coverage.
• Enjoy 30% discount on all Vay rides for employees.
• Access to wellness programs including free gym membership and wellness application subscriptions.
• Exclusive discounts from external partners.
• Participation in regular team building and social events throughout the year.

Additional Information

The role requires physical presence in Las Vegas, with varied work shifts including weekend hours. Detailed information about Vay's workplace safety and physical demands will be provided during the interview process. Vay encourages candidates from all diverse backgrounds to apply for this groundbreaking opportunity in autonomous transportation.