Customer Support Agent

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.

As a Customer Support Agent, you will manage key aspects of our day-to-day transit operations. You - along with your teammates - will be the go-to person for live troubleshooting decisions and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You will also help with many other types of tickets and tasks based on business needs.

• →Proactively adjust daily operating plans based on real-time inputs from drivers, riders, and colleagues
• →Prioritize operational issues as a real-time point of contact and provide creative solutions for overseeing a live operation
• →Build strong cross-functional relationships across various Via teams and offices and external partners
• →Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone and email.
• →Effectively prioritize live operational issues and take action based on the information received
• →Leverage knowledge of Via products and services to make ad hoc decisions with little guidance

• Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
• Ownership mentality: take full responsibility for delivering great service to driver-partners
• Proactive: able to think ahead and anticipate to prevent problems before they start
• An empathetic and effective communicator: you excel at active listening and collaboration
• Comfortable with ambiguity: make thoughtful choices between imperfect options
• Maintain a solution-oriented mindset: persistent, creative, and cool under pressure
• Observant and keen to improve: if something’s not working, you come up with a better way
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams