Role summary
Via is seeking a Support Agent to manage key aspects of its daily transit operations in Mountain View, CA. This in-person role involves real-time troubleshooting, proactive adjustment of operating plans based on driver and rider input, and collaboration with operations, support, and product optimization teams. The Support Agent will act as a primary point of contact for operational issues, providing creative solutions and making ad hoc decisions with minimal guidance. The position requires strong problem-solving, decision-making, and cross-functional collaboration skills, with an emphasis on ownership, proactivity, and a solution-oriented mindset in a fast-paced environment. The role is crucial for improving services and ensuring smooth operations.
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 Support Agent, 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.
**This is an in-person position. You will be 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 and offices and external partners
Leverage your operating and troubleshooting expertise to support other business areas. This may include 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 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 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: 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: $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 are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
Successful completion of a drug test is necessary for employment
There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?
Via is an equal opportunity employer.
