Customer Support Representative

About Vay

Vay is a leader in transforming urban mobility with advanced autonomous vehicle technology. Our mission is to replace private car ownership with a more efficient, eco-friendly, and accessible door-to-door transportation solution. We have successfully launched the world's first commercial remote driving service on public roads in both Europe and the USA, and operate the second-largest fleet of driverless cars in the Western Hemisphere. With significant backing from Grab, including an investment of up to $410 million, Vay is poised for rapid expansion and technological advancement. We are also forging strategic partnerships, such as with Kodiak, to extend our remote-driving technology to heavy-duty commercial vehicles. Vay is dedicated to safety, innovation, and customer satisfaction, positioning us at the forefront of the autonomous mobility revolution.

About The Role

We are seeking a customer-centric Customer Support Representative to join our growing team. In this pivotal role, you will be the primary point of contact for customers using Vay’s innovative remote driving service, managing interactions across calls, emails, and live chat. Your main objective will be to ensure a smooth and positive customer journey by addressing inquiries related to bookings, billing, app functionality, and vehicle access. You will collaborate closely with our Operations and Product teams, providing essential feedback to drive service enhancements and boost overall customer satisfaction. This is a unique opportunity to contribute to a pioneering company that is reshaping urban transportation through cutting-edge autonomous technology. Your contributions will be instrumental in building customer trust and loyalty as we advance our mission.

Qualifications

• A minimum of three years of experience in customer-facing support roles, ideally within ride-hailing, mobility services, car rentals, banking, or similar sectors.
• Exceptional verbal and written communication abilities, coupled with a genuinely empathetic approach to customer interactions.
• Demonstrated capacity to thrive in a dynamic, fast-paced setting with evolving priorities.
• Proven experience in adhering to escalation procedures and meticulously documenting customer interactions in CRM systems.
• Proficiency with digital support tools, including CRM and ticketing platforms like Zendesk or Freshdesk.
• Willingness to work onsite in Las Vegas, including varied shifts and weekends.
• Strong analytical and problem-solving skills, with a proactive mindset towards delivering excellent customer service.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Manage incoming customer communications via phone, email, and live chat during scheduled shifts.
• Address and resolve customer issues concerning bookings, billing, app usage, and vehicle access promptly and professionally.
• Accurately record and document all customer interactions within the designated CRM system.
• Adhere to established protocols for escalating technical or operational challenges.
• Consistently meet or exceed key performance metrics, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), and Average Handle Time (AHT).
• Identify recurring customer issues and collaborate with relevant departments to propose and implement process improvements.
• Relay customer feedback to Operations and Product teams to inform service enhancements and improve the overall customer experience.
• Engage in continuous training and development to stay current with Vay's products and service procedures.

Benefits

• A competitive salary package with opportunities for performance-based bonuses.
• A 30% discount on Vay rides for all employees.
• Access to our Wellness Hub, featuring complimentary gym access and subscriptions to wellness applications.
• Opportunities to participate in regular team-building activities and company events.
• The chance to collaborate with a diverse, international team dedicated to innovation and making a significant impact.
• Potential for career advancement within a rapidly growing company at the forefront of autonomous mobility.

Equal Opportunity

Vay is committed to creating an inclusive workplace and is an equal opportunity employer. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, or any other characteristic protected by law. As a government contractor, we are committed to providing equal employment opportunities to qualified individuals with disabilities and encourage self-identification during the application process. This self-identification is voluntary and confidential. We welcome applicants from all backgrounds who are passionate about revolutionizing urban transportation and contributing positively to their communities.