Driver Operations Specialist

Via; Tacoma (WA); Remote; USD 80,000 - 100,000; Full time

Job summary

Via is seeking a Driver Operations Specialist to enhance the experience of driver partners. This remote, 3-month contract role involves providing exceptional customer service, addressing issues, and collaborating with various teams to improve service delivery. Ideal candidates are communicative, empathetic, and proactive problem solvers.

Qualifications

• Excellent reading comprehension and writing skills.
• Flexible and willing to handle diverse projects.
• Empathetic and able to see from the customer’s perspective.

Responsibilities

• Serve as the front line, speaking with driver partners.
• Deliver exceptional customer service to our driver partners.
• Identify trends and pain points to enhance customer experience.

Skills

Communication

Customer Service

Problem Solving

Teamwork

Tools

Microsoft Office

Google Suite

Slack

Salesforce

Job description

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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 to drive positive changes in Via's overall experience. You will make customers feel supported and well-educated about our product suite, and ensure their experience is positive. We bring the voice of Via's brand to our drivers, and the voice of our drivers to the broader Via team.

Note: This is a 3-month contract, remote position.

What You’ll Do:

1. Serve as the front line, speaking with driver partners to help improve their first experience with Via or manage their accounts.
2. Thrive in a fast-paced environment tackling a variety of customer issues.
3. Become an expert on our services and promote Via positively.
4. Deliver exceptional customer service to our driver partners, finding creative ways to make them smile.
5. Identify trends and pain points, then brainstorm solutions to enhance customer experience.
6. Coordinate with management to channel customer feedback to relevant teams such as technology, marketing, design, and product.
7. Learn our tools & product thoroughly and support other teams as needed.

Who You Are:

1. Clear communicator with excellent reading comprehension and writing skills.
2. Proficient with Microsoft Office, Google Suite, Slack, and CRM tools like Salesforce is a plus.
3. Great listener and conversationalist.
4. Team player who takes ownership and pride in work.
5. Strong work ethic with an entrepreneurial spirit.
6. Flexible and willing to handle diverse projects.
7. Proactive problem solver.
8. Empathetic, able to see from the customer’s perspective.
9. Available to work 10:00AM-6:30PM EST, including weekends.

Compensation and Benefits:

1. Salary based on experience, knowledge, and skills. Does not include equity or variable pay where applicable.
2. Hourly Range: $18-$22/hour

We’re Via, transforming transportation with innovative technology. Our mission is to create accessible, efficient transit systems worldwide. We bring together top engineers, data scientists, product managers, and more to develop AI-powered software and operations for various transportation modes.

If you’re excited about modernizing transportation, solving tough problems, and are passionate about transit, we encourage you to apply—even if your experience doesn’t match every qualification perfectly. You might be the right fit for this or other roles.

Ready to join the ride?

For California residents, read our policy here. Via is an equal opportunity employer.