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 Support Team Lead, you will manage key aspects of our day-to-day transit operations. You - along with your teammates - will be the go-to leader for live troubleshooting decisions and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You’ll lead a team of agents, setting the example of excellent operational support. You will also help with many other types of tickets and tasks based on business needs.
**This is an in-person position 5 days a week, with weekend availability needed at times. You will be working from our office in Fort Worth, TX**
What You’ll Do:
- Manage a team of rockstar agents, owning the success of the team & outcomes of local support
- Execute on training for new team members and coaching / feedback for the existing team to ensure team meets high standards
- Proactively manage team shift schedules ensuring adequate coverage throughout all service hours
- Become the go to expert for our local operation. You know processes like the back of your hand and can quickly react to and master new challenges
- 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
Who You Are:
- Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
- A natural leader; you strike a balance of empathy and motivation, and lead your team toward continuous improvement
- 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
Compensation and Benefits
- Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
- Salary Range: $24.00-$25.00/hour
- We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
Founded in 2012, Via pioneered the TransitTech category by using new technologies to develop public mobility systems — optimizing networks of buses, shuttles, wheelchair accessible vehicles, school buses, autonomous vehicles, and electric vehicles around the globe.
Building the world's most efficient, equitable, and sustainable transportation network for all passengers — including those with limited mobility, those without smartphones, and unbanked populations — Via works with its partners to lower the costs of public transit while providing transportation options that rival the convenience of a personal car while reducing environmental impact.
At the intersection of transportation and technology, Via is a visionary market leader that combines software innovation with sophisticated service design and operational expertise to fundamentally improve the way the world moves, providing technology in 650 communities and more than 35 countries and counting.
Ready to join the ride?
Via is an equal opportunity employer.
