Product Support & Operations Team Lead.

Via is using technology to transform transportation around the world. From changing a single persons daily commute to reducing humanitys collective environmental footprint weve got huge goals.

As a Partner Support & Operations Team Lead, youll manage a team of high-performing contributors & provide consistently outstanding support to Vias partners (cites, local authorities, private operators, private corporations) who power mobility & transportation networks with our technology.

Youll become a Via product expert & evangelist, ready to take ownership of challenging tickets; set strategy for product support in the Americas;

own outcomes pertaining to the overall health of Vias global partnerships. This partner-facing position is all about building the best possible connection between our partners & our Product & Engineering Teams.

We work with teams across the company to ensure our partners can make the best use of our technology, thereby improving their experience & driving retention.

What You'll Do :

• Become an expert on Via develop a nuanced understanding of our technology, use cases, & best practices to be able to answer support inquiries on a daily basis
• Manage a team of 4-5 high performing Product Support & Operations Specialists & Associates
• Prioritize operational issues as a real-time point of contact & provide technical, specific, & strategic responses in an efficient manner
• Provide direct support to Vias partners through fast, high quality ticket resolution, enhancing their experience with our platform
• Coordinate with Product Management, Partner Success Managers, & Engineering teams in identifying, reporting, & resolving product issues or opportunities for improvement
• Manage product expectations & development, ensuring that our engineering team is getting the feedback they need to build the best product possible
• Build & maintain an online knowledge base of issues / solutions to share with colleagues
• Nurture close relationships with partners to become a trusted advisor

Who You Are :

• Minimum of 3 years of experience in a customer-facing role; technical support experience is a plus
• Experience leading or managing team members
• Effective at managing multiple tasks simultaneously & comfortable taking on responsibility
• Meticulous & vigilant, with a high level of attention to detail
• Outstanding process-orientation, analytical, & organization skills
• Problem solver & entrepreneurial; you dont accept the status quo & are always looking for creative solutions
• Excellent communicator with a knack for always finding the right tone
• Fluent in English; fluency in French or Spanish are assets
• Bachelors Degree

Compensation & Benefits :

• Final salary will be determined by the candidates experience, knowledge, & skills. Salary reflected does not include equity or variable pay, where applicable
• Salary Range : $85,000-$110,000
• We are proud to offer a generous & comprehensive benefits package, including free medical plans & 401K matching.

Were Via, & 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, & provides everyone with accessible, efficient, & affordable ways of getting around.

We created the first end-to-end TransitTech solution for cities & transit agencies, offering world-class software, service design, & 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 & authentic workplace.

If youre excited about this role but your past experience doesnt 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, & voices are welcomed & celebrated at Via.

Ready to join the ride?

Via is an equal opportunity employer.