Customer Support Agent

About the role

Via is dedicated to revolutionizing transportation on a global scale. As a Customer Support Agent, you will be a vital part of our daily transit operations, ensuring that our services run smoothly and efficiently. Your role involves working closely with your colleagues to troubleshoot issues as they arise in real-time, providing solutions to operational challenges, and collaborating with various teams to enhance overall service quality. This position is on-site, requiring your presence at our Fort Worth, TX office, and involves managing a variety of tasks based on the immediate needs of the business. The role demands quick thinking, proactive problem-solving, and excellent communication skills to support our drivers, riders, and internal teams effectively.

Key facts

What you'll do

• Adjust daily operational plans proactively based on real-time feedback from drivers, riders, and team members to ensure smooth transit operations.
• Address operational challenges as the primary point of contact, offering innovative and practical solutions to manage live operations effectively.
• Foster strong, collaborative relationships with internal teams such as customer support, operations, and management, as well as external partners, to facilitate seamless communication and problem resolution.
• Utilize your troubleshooting skills to assist other business functions, including live operations, customer communication Via phone and email, and operational support tasks.
• Prioritize incoming operational issues based on urgency and impact, making quick decisions to resolve or escalate as necessary.
• Respond promptly to live operational issues, providing clear guidance and support to drivers and team members to resolve problems efficiently.
• Make informed decisions regarding Via products and services with minimal supervision, ensuring that operational standards are maintained.
• Monitor operational metrics and feedback to identify patterns or recurring issues, contributing to continuous process improvement.
• Collaborate with team members to develop and implement strategies that improve operational efficiency and customer satisfaction.
• Maintain detailed records of operational incidents and resolutions, ensuring documentation is accurate and accessible for future reference.
• Support the onboarding and training of new team members by sharing operational procedures and best practices.
• Participate in shift handovers and team meetings to ensure continuity of operations and effective communication across shifts.

Requirements

• Ability to thrive in a fast-paced, dynamic environment, managing multiple tasks simultaneously while maintaining attention to detail.
• Strong sense of ownership and accountability, committed to providing excellent service to driver-partners and customers.
• Proactive mindset with the ability to anticipate potential operational issues and address them before they escalate.
• Excellent communication skills, including active listening, clear verbal and written communication, and teamwork.
• Comfort navigating uncertainty and making thoughtful, well-informed decisions among various options.
• Solution-oriented attitude, demonstrating creativity, resilience, and adaptability under pressure.
• Keen observation skills with a continuous desire to improve processes, workflows, and outcomes.
• Ability to work collaboratively within a team and contribute positively to a team environment.
• Prior experience in customer support, operations, or a related field is preferred but not mandatory.
• Familiarity with transportation or mobility services is a plus, but not required.
• Proficiency in using communication tools and operational management software to coordinate and resolve issues.
• Willingness to work shifts that may include early mornings, evenings, and weekends, based on operational needs.
• Ability to pass a background check and a drug test as part of the employment process.

Nice to have

• Previous experience working in transportation, mobility, or logistics industries.
• Experience in a customer support or operations role in a fast-paced environment.
• Familiarity with ITAR regulations or working with sensitive transportation data.
• Knowledge of tools and systems used for operational management and communication.
• Ability to adapt quickly to new technologies and processes.
• Strong problem-solving skills with a focus on continuous improvement.

Skills & tools

• Experience in customer support or operational roles, especially in fast-paced environments.
• Knowledge of transportation or mobility services is advantageous.
• Proficiency with communication tools such as email, phone systems, and operational management software.
• Ability to analyze operational data and feedback to identify issues and implement solutions.
• Strong organizational skills to manage multiple incidents and tasks efficiently.
• Excellent interpersonal skills to collaborate effectively with team members and external partners.

Practical notes

• The hourly salary for this role is $19.00, with the final offer based on experience and skills.
• Shifts include early mornings from 3:30 AM to 12 PM CT, midday from 12 PM to 8:30 PM CT, and late shifts from 2 PM to 10:30 PM CT, with schedules subject to change based on operational requirements.
• A comprehensive benefits package is provided, including medical plans, dental, vision, and 401K matching.
• Employment is contingent upon successful completion of a drug test and background check.
• This role requires on-site presence at our Fort Worth, TX office; remote work is not an option for this position.
• The position involves working in a team environment focused on operational excellence and customer satisfaction.
• Candidates should be prepared to work flexible hours, including weekends and early mornings, to support 24/7 operational needs.
• We offer training and ongoing support to help you succeed in this role.
• Our company is committed to diversity and equal opportunity employment.

Join us at Via and be part of a team dedicated to transforming mobility solutions. We look forward to welcoming motivated individuals who are eager to make a difference in public transportation.