Customer Service Representative

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 Customer Service Representative, 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 with evening and weekend hours. You will be working from our office in Green Bay, WI, 4-5 days each week. The hourly range for this role is $18-20/hour**

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
• Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone, email and/or chat
• Research and compile reports to determine fraudulent activity and other requests in the system
• 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 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

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
• Hourly Range: $18-20/hour
• We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching.

We’re Via, and we build technology that changes the way the world moves. We’re driven by a simple mission: to create modern and efficient public transportation systems that provide far greater access to jobs, healthcare, and education. With our best in class suite of products, we make transit thrive.

Our teams of world-class engineers, data-scientists, product managers, operations specialists, marketers, transit experts and more bring cutting-edge AI-powered software and innovative technology-enabled operations to our partners across the globe. Founded in 2012, Via builds solutions to digitize, automate, and enable data-driven decision making for entire transportation networks; fixed-route buses, microtransit, paratransit, school buses, autonomous vehicles, and more.

If you’re excited to be at the forefront of modernizing the future of transportation, are up for solving tough problems, and willing to become/already are a transit nerd, we are the place for you. Even if your past experience doesn’t align perfectly with every qualification in the job description for this role, we encourage you to apply. You may be just the right candidate for this or other opportunities.

Ready to join the ride?

Via is an equal opportunity employer.