Live Ops Support Specialist - Fort Worth

Via; Fort Worth (TX); On-site; USD 21,593 - 30,754; Full time

Benefits offered by this job

Medical plans

401K matching

Drug test

Job summary

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.

The Customer Support Agent will manage key aspects of our day-to-day transit operations and collaborate with operations, support, and product teams to plan and improve our services. This is an in-person position at our Fort Worth, TX office, with a 5-day shift (4 weekdays and 1 weekend day).

Qualifications

• Experience delivering high-quality support in fast-paced environments.
• Ability to communicate clearly with drivers, riders, and internal teams.
• Comfort with real-time problem solving and operational planning.

Responsibilities

• Proactively adjust daily operating plans based on real-time inputs from drivers, riders, and colleagues.
• Prioritize operational issues as a real-time point of contact and provide creative solutions for overseeing a live operation.
• Build strong cross-functional relationships across Via teams and external partners.
• Leverage operating and troubleshooting expertise to support other live operations, phone and email.
• 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.

Skills

Customer service

Real-time decision making

Cross-functional collaboration

Effective communication

Prioritization under pressure

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.

The Customer Support Agent will manage key aspects of our day-to-day transit operations and collaborate with operations, support, and product teams to plan and improve our services. This is an in-person position at our Fort Worth, TX office, with a 5-day shift (4 weekdays and 1 weekend day).