Via Transporation
Customer Service Representative
2 days ago
About the Job
As a Customer Service Representative, you will manage key aspects of our day-to-day transit operations. You - along with your teammates - will be the go-to person for live troubleshooting decisions, and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You will also help with many other types of tickets and tasks based on business needs.
What You’ll Do:
- Proactively manage daily operating plans based on real-time inputs from drivers, riders, and colleagues
- Collaborate with field operations teams to lead our response to live operational complications, and ensure our riders receive consistently excellent service.
- Act as the final decision-maker for escalated live support issues
- Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone, email and/or chat
- Research and compile reports to determine fraudulent activity and other requests in the system
- 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
- Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
- Ownership mentality: take full responsibility for delivering great service to customers
- A great executor: you are detail-oriented and get the job done
- Proactive: able to think ahead and anticipate to prevent problems before they start
- An empathetic and effective communicator: you excel at active listening and collaboration
- Comfortable with ambiguity: make thoughtful choices between imperfect options
- Maintain a solution-oriented mindset: persistent, creative, and cool under pressure
- Observant and keen to improve: if something’s not working, you come up with a better way
- An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
- Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
- Salary Range: $19/hour
- We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching.
We’re Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around.
We created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.
Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.
Ready to join the ride?
Via is an equal opportunity employer.
About the Company

Via Transporation
<p class="break-words white-space-pre-wrap t-black--light text-body-medium">Via builds innovative software to enable our customers — cities, transit agencies, transport operators, school districts, universities, and corporations — to transform their legacy transportation systems into advanced digital networks. As pioneers of the TransitTech category, Via’s mission is to expand access to efficient, affordable, and sustainable transportation. Via’s software enables organizations to digitize their existing transportation networks and launch new and innovative services, simultaneously lowering operating costs and increasing quality of service. Our software is used in over 500 communities in more than 35 countries around the world.</p>
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