Mobility Support Specialist

Remix; Pennsylvania; On-site; USD 20,000 - 29,000; Full time

Job summary

Via invites you to join our Customer Support team as a Customer Support Agent. You’ll be the human connection between our technology and riders and drivers, ensuring smooth operations across hundreds of cities daily.

You’ll manage daily operations, book rides, and provide prompt assistance by phone and email, with escalation handling and decision-making for live issues. Growth opportunities accompany additional responsibilities and compensation.

Qualifications

• Able to make sound decisions quickly in a fast-paced environment.
• Tech savvy and able to learn new software.
• Empathetic, effective communicator with strong phone support.
• Willing to learn; no prior call center experience required.
• Proactive, observant, and able to anticipate problems.
• Strong team player with ownership mentality.
• Flexible across shifts and availability outside standard hours.

Responsibilities

• Proactively manage daily operations, adapting to real-time input from drivers, riders, and the Operations team.
• Schedule and book rides for passengers, delivering smooth and efficient customer experience.
• Provide prompt, supportive assistance to drivers and passengers, by responding to questions or concerns with telephone and email support.
• Effectively triage live operational issues and take action to prioritize customer satisfaction and ensure that any issues are resolved.
• Leverage knowledge of Via products and services to make ad hoc decisions with little guidance acting as the final decision-maker for escalated live support issues.
• Grow with your tasks and responsibilities, if you so choose, and increase your compensation accordingly.

Skills

Empathetic communicator

Tech savvy

Calm under pressure

Multitasking

Team player

Willing to learn

Job description

Via invites you to join our Customer Support team as a Customer Support Agent. You’ll be the human connection between our technology and riders and drivers, ensuring smooth operations across hundreds of cities daily.

You’ll manage daily operations, book rides, and provide prompt assistance by phone and email, with escalation handling and decision-making for live issues. Growth opportunities accompany additional responsibilities and compensation.