Customer Support Representative

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. Curious to experience Vay yourself? Use the code VAYCANDIDATE for $10 off your first trip in Las Vegas! Download the "Vay" app from the Apple or Google Play store & off you go! 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 the Customer 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) during assigned shifts 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 thislink . We’ll also cover anything specific to this role during the first interview. 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. 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. To which gender identity do you most identify? Select... What is your racial identity? Select... If Asian, please specify your background: Select... If Black, please specify your background: Select... If Mixed, please specify your background Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Vay’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: "A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-con\-connected disability. 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Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... 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