Customer Service Representative - job 2 of 2

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 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, 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.

What You’ll Do:

• Proactively manage daily operating plans based on real-time inputs from drivers, riders, and colleagues
• Collaborate with field operations teams to lead our response to live operational complications, and ensure our riders receive consistently excellent service.
• Act as the final decision-maker for escalated live support issues
• Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone, email and/or chat
• Research and compile reports to determine fraudulent activity and other requests in the system
• 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
• Ownership mentality: take full responsibility for delivering great service to customers
• A great executor: you are detail-oriented and get the job done
• 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: $15-16.50/hour
• We are proud to offer a generous and comprehensive benefits package, including free 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.