As Dispatch Operations Agent, you will manage key aspects of our day-to-day paratransit operations. You - along with your teammates - will be the go-to person for live troubleshooting decisions, and will collaborate with operations, support, and marketplace optimization teams to help plan and improve our service.
What You’ll Do:
Proactively manage daily operating plans based on real-time inputs from drivers, riders, and colleagues.
Collaborate with field operations teams to lead our response to live operational complications, and ensure our riders receive consistently excellent service.
Act as the final decision-maker for escalated live support issues.
Be a key partner to our central ops teams, identifying, synthesizing, and communicating operational insights as the primary “eyes and ears” on daily operations.
Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone, email and/or chat
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 customers
A great executor: you are detail-oriented and get the job done
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
What Catches Our Eye:
Previous dispatch experience
Previous phone support experience
Demonstrated ability to effectively prioritize situations and make decisions based on the information received
We’re Via, and we build technology that changes the way the world moves. Our guiding principle is simple: we know that the future of transportation is safe, dynamic, shared public mobility — the kind that reduces carbon emissions across congested cities, complements existing transit infrastructure, and provides everyone with accessible, efficient, and affordable ways of getting around. Through intelligently designed operating systems and sophisticated routing algorithms, we build localized and customizable solutions for each and every one of our global partners (100 and counting, last we checked…)
Long story short: we’re very proud to be championing the transportation evolution of cities around the world and modernizing mobility. Ready to join the ride?