Customer Success & Support Lead

Our journey so far since our launch in 2018:

Revolutionary remote driving tech- We built the world’s first commercial remote driving product.

Breaking boundaries across continents- First to roll out vehicles in both Europe and the USA on public roads without a human being inside & one of only two companies in the States operating a commercial driverless service.

Vegas fleet on the rise- Our vehicle fleet is scaling fast, from 20 to 100 cars in Las Vegas. We’re just getting started!

Watch our CEO, Thomas von der Ohe, deliver a live news segment on CNN - VayDrive 

Discover what drives our culture- Explore our core values

Why this role is awesome: 

As Customer Success and Support Lead, you’ll be at the forefront of ensuring a seamless, stress-free experience for Vay users. You’ll oversee customer service operations, optimize performance metrics, and drive continuous improvement while leading a team that delivers top-tier support.

You will:

• Own customer service operations, ensuring a world-class experience in every interaction.
• Lead and support a growing team, fostering a culture of empathy and problem-solving.
• Drive process optimizations, reducing friction for customers and streamlining support workflows.
• Use data-driven insights to enhance efficiency, improve satisfaction, and scale our support function.

What you'll be driving:

Customer Support Operations:

• Take customer support calls during assigned shifts.
• Oversee daily customer support operations, ensuring fast and effective issue resolution.
• Monitor and manage support channels (calls, emails, tickets) for 24/7 coverage.
• Develop and maintain clear escalation processes for technical and operational issues.

Data-Driven Decision Making:

• Track and analyze key performance metrics.
• Provide weekly KPI reports and insights to leadership, identifying trends and areas for improvement.
• Collaborate with product and operations teams to escalate and resolve recurring customer issues.

Process Improvement & Optimization:

• Continuously refine support workflows to improve efficiency and reduce customer friction.
• Develop and implement customer service policies and procedures.
• Implement strategies to reduce customer support volume by addressing root causes of issues.

Collaboration & Growth Strategy

• Participate in cross-functional initiatives to enhance customer experience and streamline support processes.
• Support the development of scalable solutions, including automation and self-service tools.

What are we looking for: 

• 3+ years of experience in customer support, service operations, or a similar role.
• Strong analytical mindset with experience in performance tracking and reporting.
• Proven ability to manage and optimize processes for efficiency and scalability.
• Excellent problem-solving and communication skills.
• Familiarity with CRM platforms, ticketing systems, and data tools.

Why should you join Vay:

🧠 Genius level team - Work with the smartest minds from over 30 countries around the world in deep tech & automotive

🌍 Huge scope for impact in a fast paced environment

💰 Salary + stock options

🌴 Unlimited Paid Vacation Days

🏦 401(k)

🏥 Health, Dental & Vision Insurance 

🏋️‍♂️ Wellness Hub free gym access & wellness app subscriptions

🎉 Perks at Work Membership 

🍎 Snacks & Drinks in Our Downtown Las Vegas Office 

🎊 Fun Team Events Every Quarter

Introduction to Vay