Partner Support Specialist (part-time)

Role 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.

As a part-time Partner Support Specialist , you will have the amazing opportunity to interact with one of our main customers: our driver-partners!

The Driver Experience Team serves as a direct bridge between Via's brand and the people who actually deliver our services. As a Partner Support Specialist for Via, you’ll be on the ground floor at this exciting company ensuring that our driver-partners have a smooth interaction and experience. We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our driver-partners in an effort to drive changes to the overall Via's experience. You will make customers feel like they are receiving a world-class education on our product suite; they will feel supported and loved throughout their correspondence with us. We bring the voice of the Via's brand to our drivers, and the voice of our drivers to the broader Via's team.

Please note: this is a part-time opportunity at about 20 hours per week.

Ready to join the ride?

Via is an equal opportunity employer.

Responsibilities

• Serve as the front line, speaking with driver-partners face-to-face, over the phone and through email/SMS to help improve their first experience with Via or manage their accounts
• Become an expert on our Via software and book rides for our passengers, serving as the first point of contact and helping hand for our riders
• Thrive in a fast-paced environment tackling an array of customer issues.
• Deliver above-and-beyond customer service to our driver-partners, finding new and interesting ways to make customers smile.
• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer’s experience.
• Coordinate with management to channel customer feedback to all areas of the business such as technology, marketing, design, and product teams.

Requirements

• Clear communicator 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
• Strong listening skills and a great conversationalist
• A well-rounded team player who takes ownership of (and pride in) your work
• A strong work ethic and an entrepreneurial spirit
• Dynamic; willing to wear multiple hats and work on projects of all types
• You take initiative to solve problems and get the job done
• Empathy and the ability to put yourself in the customer's shoes
• Ability to work Tuesdays and Fridays 5p - 10p; and Saturdays.
• 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: $18/hour

We’re Via, and we build technology that changes the way the world moves. We’re driven by a simple mission: to create modern and efficient public transportation systems that provide far greater access to jobs, healthcare, and education. With our best in class suite of products, we make transit thrive.

Our teams of world class engineers, data-scientists, product managers, operations specialists, marketers, transit experts and more bring cutting-edge AI-powered software and innovative technology-enabled operations to our partners across the globe. Founded in 2012, Via builds solutions to digitize, automate, and enable data-driven decision making for entire transportation networks; fixed-route buses, microtransit, paratransit, school buses, autonomous vehicles, and more.

If you’re excited to be at the forefront of modernizing the future of transportation, are up for solving tough problems, and willing to become/already are a transit nerd, we are the place for you. Even if your past experience doesn’t align perfectly with every qualification in the job description for this role, we encourage you to apply. You may be just the right candidate for this or other opportunities.