Via is using technology to transform transportation around the world. From changing a single persons daily commute to reducing humanitys collective environmental footprint weve got huge goals.

As a Customer Service Representative, 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, & will collaborate with operations, support, & product optimization teams to help plan & improve our services. You will also help with many other types of tickets & tasks based on business needs.

What Youll Do:

• Proactively manage daily operating plans based on real-time inputs from drivers, riders, & colleagues
• Collaborate with field operations teams to lead our response to live operational complications, & ensure our riders receive consistently excellent service.
• Act as the final decision-maker for escalated live support issues
• Leverage your operating & troubleshooting expertise to support other business areas. This may include other live operations, phone, email and/or chat
• Research & compile reports to determine fraudulent activity & other requests in the system
• Effectively prioritize live operational issues & take action based on the information received
• Leverage knowledge of Via products & 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, & prioritize effectively
• Ownership mentality: take full responsibility for delivering great service to customers
• A great executor: you are detail-oriented & get the job done
• Proactive: able to think ahead & anticipate to prevent problems before they start
• An empathetic & effective communicator: you excel at active listening & collaboration
• Comfortable with ambiguity: make thoughtful choices between imperfect options
• Maintain a solution-oriented mindset: persistent, creative, & cool under pressure
• Observant & keen to improve: if somethings not working, you come up with a better way
• An exceptional team player: people love working with you, & you can quickly contribute to cross-functional teams

Compensation & Benefits

• Final salary will be determined by the candidates experience, knowledge, & skills. Salary reflected does not include equity or variable pay, where applicable
• Salary Range: $15-16.50/hour
• We are proud to offer a generous & comprehensive benefits package, including free medical plans & 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, & electric vehicles around the globe. 

Building the world's most efficient, equitable, & sustainable transportation network for all passengers including those with limited mobility, those without smartphones, & 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 & technology, Via is a visionary market leader that combines software innovation with sophisticated service design & operational expertise to fundamentally improve the way the world moves, providing technology in 650 communities & more than 35 countries & counting.

Ready to join the ride?

Via is an equal opportunity employer.