Customer Support Agent

Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. With hundreds of agency partners around the world, Via is recognized as the leading transportation technology and service provider globally.

As a Customer Support Agent at Via, you will be the human connection between our technology and the people who depend on it -helping hundreds of thousands of riders and drivers across hundreds of cities every day. You'll keep our on-demand services running smoothly, sitting at the heart of our Operations team and gaining hands-on experience across operations, technology management, and on-demand mobility in a fast-moving, mission-driven environment.

• →Proactively manage daily operations, adapting to real-time input from drivers, riders, and the Operations team.
• →Schedule and book rides for passengers,  delivering smooth and efficient customer experience
• →Provide prompt, supportive assistance to drivers and passengers, by responding to questions or concerns with telephone and email support.
• →Effectively triage live operational issues and take action to prioritize customer satisfaction and ensure that any issues are resolved. 
• →Leverage knowledge of Via products and services to make ad hoc decisions with little guidance acting as the final decision-maker for escalated live support issues
• →Grow with your tasks and responsibilities, if you so choose, and increase your compensation accordingly.

• Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
• Tech savvy, able to learn new software and adapt to changes
• An empathetic and effective communicator who finds the right tone in any context and genuinely enjoys supporting people over the phone.
• Calm under pressure and able to think on your feet — no prior call center experience required; what matters is a willingness to learn and a commitment to great service.
• Proactive, Observant, and keen to improve: if something’s not working, you come up with a better way while being able to anticipate and prevent problems before they start
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
• Ownership mentality: take full responsibility for delivering great service to customers
• Flexible and adaptable across different shifts; while we try to accommodate individual schedules, this role requires some availability outside standard hours to support our 24/7 operations.