About the Role
As a Support Agent at Via, you will play a crucial role in managing key aspects of our day-to-day transit operations. You and your teammates will be the primary point of contact for live troubleshooting decisions, collaborating closely with operations, support, and product optimization teams to plan and enhance our services. This position involves working from our office in San Jose, CA.
What You'll Do
- Proactively adjust daily operating plans based on real-time inputs from drivers, riders, and colleagues.
- Prioritize operational issues as a real-time point of contact and provide creative solutions for overseeing a live operation.
- Build strong cross-functional relationships across various Via teams, offices, and external partners.
- Leverage your operating and troubleshooting expertise to support other business areas, including other live operations, phone, and email.
- 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 minimal guidance.
Who You Are
- Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively.
- Possess an ownership mentality: take full responsibility for delivering excellent service to driver-partners.
- 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: capable of making 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 can come up with a better way.
- An exceptional team player: people enjoy working with you, and you can quickly contribute to cross-functional teams.
Compensation and Benefits
The final salary will be determined by the candidate’s experience, knowledge, and skills. The salary reflected does not include equity or variable pay, where applicable.
- Salary Range: $30/hour
- Shifts will be 5 days a week (Monday to Friday), 35 hours a week.
- Hours available (subject to change):
- 5:00 AM - 12:00 PM PT
- 2:00 PM - 9:00 PM PT
- We offer a generous and comprehensive benefits package, including medical plans and 401K matching.
- Successful completion of a drug test is necessary for employment.