---
title: 'Head of Customer Experience at Vay'
canonical: 'https://feeny.ai/job/head-of-customer-experience-vay-las-vegas-nevada-6psjd7hqqhap'
type: 'job'
last_seen: '2026-09-11'
---

# Head of Customer Experience at Vay

- **Company:** Vay
- **Location:** Las Vegas Nevada, United States
- **Work type:** onsite
- **Posted:** 2026-07-17
- **Last confirmed live:** 2026-09-11
- **Apply:** https://job-boards.eu.greenhouse.io/vay/jobs/4926696101

## Job description

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](https://www.grab.com/sg/). 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](https://kodiak.ai/) 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 awesome

Customer Support at Vay is not a call center. It’s a core operational function and the voice of the customer inside the business.

The Head of Customer Experience leads Vay’s frontline support organization, overseeing Customer Support Representatives and the Claims Associate. This role ensures customer inquiries and claims are handled with speed, empathy, and professionalism while also positioning CS as the voice of the customer within the company. He will be in charge of surfacing customer needs to internal company stakeholders and closely works with them to resolve issues and identify product improvements. Beyond operational leadership, the Head of Customer Support is an AI-first operator automating CS processes, owning support tools, and building efficient workflows that scale with the business. By working closely with Product, Operations, and Legal, they ensure that customer feedback drives continuous improvement and customer excellence.

## What you’ll be driving

- Customer Experience Operations
- Ensure timely, empathetic handling of all inbound support requests (phone, chat, email, social).
- Monitor SLA performance and act as an escalation point for critical cases.
- Balance human support with automation and self-service to improve efficiency
- Automation & Tool Ownership
- Own the customer support technology stack (e.g., Zendesk, Salesforce, Intercom).
- Lead automation initiatives: macros, bots, self-service portals, and AI-driven support.
- Continuously evaluate and implement tooling improvements to enhance efficiency, reporting, and customer experience.
- Process & Quality Management
- Define and update SOPs for customer support and claims handling.
- Run QA and calibration sessions to ensure consistent service quality.
- Drive enforcement of T&C violation claims consistently and fairly.
- Customer Excellence & Product Feedback Loop
- Establish a structured process to capture and analyze product-related feedback from support interactions.
- Surface recurring bugs, UX issues, and feature requests to the Product team with data-driven insights.
- Act as a customer excellence partner to Product and Operations, ensuring customer pain points are addressed in the roadmap.
- Team Leadership & Development
- Manage, coach, and develop Customer Support agents and the Claims Specialist.
- Create a high-performance, customer-centric team culture.
- Oversee hiring, onboarding, and ongoing training.
- Performance Monitoring & Reporting
- Deliver reporting on CSAT, NPS, SLA adherence, claims resolution, and agent productivity.
- Track impact of automation/self-service on ticket volume and resolution times.
- Share Voice of the Customer insights across Product, Operations, and Leadership.
- Claims Oversight
- Supervise the Claims Associate’s work across accident, liability, insurance, T&C violation, and billing claims.
- Ensure claims handling is embedded in CS processes with clear escalation to Legal.
- Provide visibility to leadership on claims trends and risks.
- Cross-Functional Collaboration
- Partner with Product to prioritize improvements based on customer insights.
- Work with Ops, Engineering Ops, and Legal on escalations, claims handling, and recurring service issues.

## What we’re looking for

- 6–10+ years of experience in Customer Support / Customer Experience / Operations, strictly in a tech-enabled, consumer-facing company.
- Proven experience leading and scaling Customer Support teams, including people managers (Leads/Managers) and specialist roles (e.g., Claims, QA, Training).
- Strong track record owning end-to-end customer experience metrics (CSAT, NPS, SLA, FCR).
- Demonstrated experience acting as the Voice of the Customer, translating support insights into product improvements in close partnership with Product and Engineering.
- Hands-on experience with customer support tooling and AI-driven automation (e.g., Zendesk, Salesforce, Intercom, bots, self-service, knowledge bases).
- Experience designing or scaling QA frameworks, training programs, and escalation processes.
- Exposure to claims, compliance, or high-stakes customer scenarios is a strong plus.
- Experience supporting multi-market or fast-scaling environments preferred.

## Why you should join Vay

🧠 Genius-level team – Work with top talent from over 30 countries across deep tech and automotive 🌍 Huge scope for impact – You’ll shape how customers experience Vay at scale 💰 Salary + stock options 🌴 Flexible Paid Vacation Days 🏦 401(k) 🏥 Health, Dental & Vision Insurance 🏋️‍♂️ Wellness Hub – Free gym access & wellness app subscriptions 🎉 Exclusive external 🍎 Snacks & drinks in our Downtown Las Vegas office 🎊 Regular team events For more information on Vay’s physical demands, working environments and safety requirements, you can review this [link](https://docs.google.com/document/d/1swEohclBwsOgx37G4NHE2szYCA6avS_aQX_WSJ7Ih8k/edit?tab=t.0#heading=h.6dlrur2mwcd9). We’ll also cover anything specific to this role during the first interview.

We’d love to stay connected for future opportunities, so feel free to include your LinkedIn profile when you apply.

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.

## About Vay

## Company Overview
- **One-liner**: Vay develops automotive-grade remote driving technology to deliver driverless mobility services that are safer, more affordable, and scalable today.
- **Entity Type**: Private (Series B+; total funding over $200M)
- **Headquarters**: Berlin, Germany (with offices in Las Vegas, USA and Hamburg, Germany)
- **Founded**: 2018
- **Founders**: Thomas von der Ohe, Fabrizio Scelsi, Bogdan Djukic

## Core Business
- **Primary industry**: Autonomous vehicles, remote driving, urban mobility, transportation-as-a-service
- **Target customers**: B2C (individual riders via the Vay app) and B2B (fleet operators, OEMs, commercial vehicle companies)
- **Mission**: To make transportation safer, smarter, and more accessible – ultimately removing the need for personal car ownership.

## Products & Services
- **[Vay App]**: Mobility service that lets users request an electric vehicle to be remotely delivered to their location. After driving manually, the user exits and a remote driver parks the car – eliminating parking hassle. Available in Las Vegas, priced at half the cost of ride-hail.
- **[Remote Driving Technology]**: Automotive-grade, regulation-ready remote driving stack used for B2B applications – enabling driverless delivery, autonomous vehicle teleoperation, and commercial fleet operations.
- **[Light Commercial Vehicle Solutions]**: Tailored remote driving solutions for vans, trucks, and other commercial vehicles, offered to enterprise partners.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Total funding raised >$200M
- **Notable Investors/Partners**: Grab (strategic investment), Kinnevik, Coatue, Atomico, General Catalyst; angel investors include F1 World Champion Nico Rosberg and former Alphabet CFO Patrick Pichette.
- **Growth Signals**:
  - First company in Europe to drive a vehicle without a safety driver on public roads (Hamburg, Jan 2023).
  - Launched commercial service in Las Vegas (Jan 2024), expanded to 175 vehicles and a Remote Driving Center inside the Zappos Campus.
  - Partnership with Nexar for predictive AI safety; partnership with Goodwrx.
  - Over 30,000 rides served and fleet of 100+ vehicles (as of mid-2025).
  - Team of 200+ people from Google, Tesla, Audi, Lyft, Zoox, NASA.
  - June 2025: raised $60M from Grab (with potential to $410M) to expand US footprint and develop its own autonomy tech stack.

## Competitive Advantages
- **First-mover in commercial remote driving** – only company with public road operations in both Europe and the US.
- **Regulatory pioneer** – helped shape Germany’s remote driving regulation, enabling commercialization at scale.
- **Automotive-grade technology** – built from the ground up for safety and reliability, not retrofitted.
- **Experienced team** – combines Silicon Valley software engineering with European automotive engineering.
- **Hybrid approach** – remote driving as a bridge to full autonomy, already generating revenue and real-world data.

## Strategic Focus
- Scale the Las Vegas mobility service and expand to additional US cities.
- Grow B2B partnerships (fleet operators, OEMs, last-mile delivery).
- Develop proprietary autonomy tech stack (announced June 2025) to complement remote driving.
- Continue regulatory engagement to enable broader commercial deployment globally.

## Why Work Here
- **Culture highlights**: Values include “Drive Real-World Change”, “Make an Impact”, “Grow With Us”, “We pioneer change”, “We create magic”, “We build trust”, “We drive action”, “We fuel collaboration”. Emphasis on solving novel problems and deploying real technology.
- **Remote/hybrid policy**: Berlin office offers hybrid options; Las Vegas and Hamburg roles are likely on-site, especially for operations and engineering.
- **Notable perks**: Work on technology that hasn’t been done before; cross-functional teams; direct impact on a new mobility category; fast scaling environment with strong funding.
- **Engineering culture**: Focus on safety, reliability, and real-world deployment. Teams span embedded software, backend, data science, security, systems, and teleoperation.

## Sources
1. [vay.io/about](https://vay.io/about/)
2. [vay.io/about/careers](https://vay.io/about/careers/)
3. [vay.io](https://vay.io/)
4. [vay.io/about/meet-the-team](https://vay.io/about/meet-the-team/)
5. [vay.io/about/press](https://vay.io/about/press/)

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