Rider Support Team Lead

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.

The Rider Support Team Lead plays a critical role in ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across processes and systems. The role combines hands-on team leadership with ownership of cross-functional initiatives that improve how incidents are managed across the organization.

This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT. 

• →Team Leadership 
  • →Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance.
• →Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement.
• →Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.
• →Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.

• →Operational Excellence
• →Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements.
• →Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability.
• →Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.

• 3 years+ of team management experience ideally in a safety-sensitive live operations role
• Excellent judgment, ability to remain calm and make sound decisions under pressure
• Independent, self-starter that knows when to escalate
• Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
• Meticulous and vigilant, with a high level of attention to detail
• Problem solver; you don’t accept the status quo and are always looking for creative solutions
• Excellent communicator with a knack for always finding the right tone 
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams