Customer Support Team Lead

Via builds technology that transforms 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 Team Lead , you will be responsible for a team of agents supporting riders and drivers for our innovative public transit and paratransit services. We are transforming the way people access mobility and think about transit.

What You’ll Do

1. Lead a team of customer support agents, inspiring and empowering them to perform to their full capabilities on behalf of our customers.
2. Closely monitor your team members‘ individual performance, creating coaching, feedback, and training where needed.
3. Take ownership of your team’s performance on specific KPIs, processes, and customer satisfaction, as well as on specific phone queues.
4. Integrate into the global Support Operations team to ensure best practices and knowledge sharing across sites and teams.
5. Work closely with key internal stakeholders, including General Managers, Field Managers, and the wider regional team, to ensure the support organization is meeting the needs of the business.
6. Proactively identify what is working well and what needs to be improved for our end customers, and suggest practical ways to improve outcomes.
7. Manage smaller projects to boost performance and meet business goals, working closely with the Global Support and regional teams.

Who You Are

1. You have a minimum of 3 years of experience to guide you.
2. Fluent in German (minimum C1) and English.
3. You have experience in and are excited by managing a team.
4. Strong empathy – both for your team members as well as our riders/customers.
5. Ability to keep calm even in stressful situations and to develop creative solutions in real-time.
6. Problem solver and entrepreneurial; you don’t accept the status quo and are always looking for creative solutions.
7. A reliable, motivated self-starter with a passionate growth mentality. You enjoy fast-paced environments, aren’t deterred by setbacks or pivots, and thrive in roles requiring a very high degree of responsibility.
8. Previous experience working in a support organization is a plus.

What We Offer:

1. Trust and autonomy: we know which challenges we want to tackle but we will let you decide how to approach them – and be ready to support you along the way.
2. Joining a global employer with over 700 mobility deployments in 40+ countries.
3. Becoming part of a company that was awarded for its commitment to social good.
4. Competitive compensation.
5. Urban Sports Club membership.
6. 30 vacation days a year.

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.

We are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride?

Via is an equal opportunity employer.

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