At Via, we're on the cutting edge of mobility. We’re building revolutionary technology that’s changing the way people get around. It's on-demand transit on a mass scale, a smarter transportation that’s friendly to our planet. From on-demand autonomous shuttles in Australia to dynamically routed bus fleets in Singapore, our sophisticated operating system is powering transportation in the world’s biggest cities and is sought after by prominent transportation players globally. We’ve provided more than 50 million shared rides already, and we’re growing at an astonishing rate. We have offices in more than 15 countries, projects in more than 50 markets, and a goal of 200 deployments by the end of 2019. If you’re someone who relishes wearing multiple hats, never backs down from a challenge, and loves getting things done, we’d love to hear from you!
Unbelievable customer service is a critical part of the Via brand and we’re looking for the best in the business. As a Customer Service Team Leader, you’ll manage a team of Customer Service Associates to ensure that we are providing consistently outstanding support to Via customers and driver partners.
Responsibilities and Duties
Become an expert on Via – develop an in-depth understanding of our service and our philosophy so that you can train and manage a team
Manage a team of 10-15 Member Services Associates and empower them to provide an impeccable level of customer service across multiple support platforms (email, SMS, chat, and phone)
Lead by example and step in on the front line when necessary; provide support when issues need escalation
Be proactive about streamlining processes and improving inefficiencies
Minimum two years’ of related customer service experience
Obsessed with making sure the needs of our customers and driver partners are met
A natural multi-tasker who loves a fast-paced environment and high-volume work
Savvy, tactful, and graceful communicator
High level of attention to detail
Proven track record managing customer facing teams
Comfortable with accountability conversations
Weekend and evening work may be required
Via offers above market compensation packages and benefits, including health insurance.