Customer Support Team Lead

As a Customer Support Team Lead at Via, you will be responsible for leading a team of agents who provide support to riders and drivers for our innovative public transit and paratransit services. Your role will involve closely monitoring individual performance, providing coaching and training where needed, and taking ownership of specific key performance indicators, processes, and customer satisfaction. Additionally, you will collaborate with internal stakeholders to ensure the support organization meets the needs of the business and proactively identify areas for improvement. Fluency in German and English, team management experience, strong empathy, and tech-savviness are key qualifications for this role.

• Lead a team of customer support agents, inspiring and empowering them to perform to their full capabilities on behalf of customers
• Closely monitor team members' individual performance, providing coaching, feedback, and training as needed
• Take ownership for team's performance on specific KPIs, processes, and customer satisfaction
• Integrate into the global Support Operations team to ensure best practices and knowledge sharing across sites and teams
• Work closely with key internal stakeholders to ensure the support organization meets the needs of the business
• Proactively identify areas for improvement and suggest practical ways to enhance outcomes for end customers
• Fluent in German (minimum C1) and English
• Experience in and excitement for managing a team
• Strong empathy for team members and customers
• Ability to stay calm and develop creative solutions in stressful situations
• Tech savvy
• Full-time availability
• Previous experience working in a support organization is a plus

• Fluent in German (minimum C1) and English
• Experience in managing a team
• Strong empathy for team members and customers
• Ability to stay calm and find creative solutions in stressful situations
• Tech savvy
• Full-time availability
• Previous experience in a support organization is a plus

• Full-time availability
• Previous experience working in a support organization is a plus
• Empathy for team members and riders/customers
• Ability to keep calm in stressful situations and develop creative solutions in real time
• Tech savvy
• Via is dedicated to building a diverse, inclusive, and authentic workplace
• All backgrounds, identities, and voices are welcomed and celebrated at Via