Driver Operations Specialist

Via; New York (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

An exciting opportunity awaits at a forward-thinking company focused on transforming transportation. As a Driver Operations Specialist, you will be the vital link between the brand and its driver partners, ensuring they receive top-notch support and service. This role offers the chance to thrive in a fast-paced environment, tackle customer issues, and contribute to a mission that enhances public transportation access. If you have a passion for problem-solving and a desire to make a difference, this position is perfect for you. Join a team that values innovation and customer satisfaction, and help shape the future of transit.

Qualifications

• Strong communication and technical skills are essential.
• Experience with CRM tools is a plus.

Responsibilities

• Assist driver partners to improve their experience with Via.
• Deliver exceptional customer service and support.

Skills

Clear communication

Reading comprehension

Writing skills

Computer skills

Technical skills

Customer service

Problem-solving

Empathy

Tools

Microsoft Office

Google Suite

Slack

Salesforce

Job description

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 Driver Operations Specialist, you’ll be on the ground floor at this exciting company ensuring that driver partners have a smooth experience. The Driver Operations Team serves as a direct bridge between Via's brand and the people who actually deliver our services.

We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our partners' drivers in an effort to drive changes to the overall Via's experience. You will make customers feel like they are receiving a world-class education on our product suite; they will feel supported throughout their correspondence with us. We bring the voice of the Via's brand to our drivers, and the voice of our drivers to the broader Via's team.

Please note: this is a remote position.

What You’ll Do:

• Serve as the front line, speaking with driver partners to help improve their first experience with Via or manage their accounts.
• Thrive in a fast-paced environment tackling an array of customer issues.
• Become an expert on our services and spread the love of Via everywhere.
• Deliver above-and-beyond customer service to our driver partners, finding new and interesting ways to make our customers smile.
• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience.
• Coordinate with management to channel customer feedback to all areas of the business such as technology, marketing, design, and product teams.
• Learn our tools & product inside and out while supporting other teams.

Who You Are:

• Clear communicator with excellent reading comprehension and writing skills.
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, Slack, previous CRM tools like Salesforce a plus.
• Great listener and conversationalist.
• A well-rounded team player who takes ownership of (and pride in) your work.
• Someone with a strong work ethic and an entrepreneurial spirit.
• Dynamic; willing to wear multiple hats and work on projects of all types.
• You take initiative to solve problems and get the job done.
• Empathetic and able to put yourself in the customer's shoes.

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-$22/hour.

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.

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