Support Specialist

via; Park City (UT); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Free medical plans

401K matching

Disability insurance

Dental insurance

Vision insurance

Generous PTO

Winter tires reimbursement

Job summary

Via is hiring a Support Specialist to be on the ground in Summit County, Utah. You will support driver-partners and riders, handling issues with empathy and clear communication.

The role requires you to work from our office with shift hours 3:00PM-1:00AM and to collaborate with cross-functional teams to improve the rider and driver experience. You will use CRM tools like Salesforce and common productivity suites to respond promptly, document interactions, and share insights that help scale Via’s

Qualifications

• Excellent reading comprehension and writing skills.
• Fluency in English required; Spanish is a plus.
• Strong communication and empathy for customers.
• Ability to navigate CRM tools and productivity apps.

Responsibilities

• Serve as the front line supporting driver-partners.
• Tackle a range of customer issues in a fast-paced environment.
• Become an expert on Via services and promote the experience to riders.
• Deliver above-and-beyond customer service to riders and partners.
• Identify trends and pain points, proposing practical solutions.
• Channel feedback to tech, product, marketing, and design teams.

Skills

Clear communication

Customer service

Technical skills

CRM tools (Salesforce)

English fluency

Spanish optional

Tools

Salesforce

Microsoft Office

Google Suite

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 aSupport Specialist, you will have the opportunity to support a first-of-its-kind, intermodal transit service while gaining exposure to a fast-paced tech company. You’ll be on the ground floor of this exciting operation, ensuring that our driver-partners have a smooth interaction and experience and delivering an exceptional service to our riders.

**This is an in-person position. You will be working from our office in Summit County, Utah (close to Park City). Shift hours for this role are 3:00PM-1:00AM.**

What You’ll Do:

• Serve as the front line, supporting our driver-partners
• 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 riders
• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience
• Channel customer feedback to all areas of the business such as technology, marketing, design, and product teams

Who You Are:

• Clear communicator, good listener, with excellent reading comprehension and writing skills
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Salesforce a plus
• A well-rounded team player who takes ownership of (and pride in) your work
• 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 have the ability to put yourself in the customer’s shoes
• Intellectually curious, and a willingness to embrace the uncertain
• Fluency in English is a must, and Spanish is a plus

Compensation:

• Final pay will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
• Hourly wage starting at $23.00/hr
• We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching
• Fuel costs reimbursed for those commuting into our office in Summit County, Utah
• Employer-subsidized health, vision, and dental insurance
• Employer-subsidized short and long-term disability insurance
• A generous paid-time-off package
• Reimbursement for winter tires paid at the end of winter season

Ready to join the ride?

Via is an equal opportunity employer.

As set forth in Via’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.