Driver Support Agent

Via•Dallas, TX

3d•Onsite

About The Position

Via is seeking a Driver Support Agent to support prospective drivers across all North America markets throughout their onboarding journey. The role guides applicants through compliance steps, provides helpful outreach, and resolves roadblocks to create a smooth onboarding experience. This is a full-time, in-person position, Monday through Friday, 9:00 AM to 5:00 PM. Employment requires successful completion of a pre-employment physical exam, drug test, criminal background check, and motor vehicle records check. The salary range is $19–$21 per hour. Final salary depends on the candidate’s experience, knowledge, and skills; the stated range does not include equity or variable pay, where applicable. Via offers free medical plans and 401K matching.

Requirements

Strong computer and technical skills, including experience with multiple software programs and Microsoft Office and Google Suite.
Strong mental acuity and analytical problem-solving skills.
Ability to multitask, prioritize quickly, and switch between tasks in a live-operations environment.
Ability to manage multiple priorities while maintaining accuracy and focus.
Clear communication, excellent reading comprehension, and strong writing skills.
Customer-service orientation and ability to de-escalate situations with escalated stakeholders.
Ability to remain calm during urgent or high-pressure issues.
Team-oriented approach and ownership of work.
Comfort with ambiguity and ability to develop solutions when no SOP exists.
Demonstrated leadership and strong prioritization skills.
Action-oriented approach and initiative in solving problems.
Successful completion of a pre-employment physical exam, drug test, criminal background check, and motor vehicle records check.

Nice To Haves

Experience with CRM tools such as Salesforce.
Strong delegation skills to optimize team performance.

Responsibilities

Follow up with driver applicants across North America and guide them through their applications.
Assist prospective drivers with compliance steps, background checks, and documentation requirements.
Troubleshoot applicant inquiries and resolve friction points during onboarding.
Conduct proactive outreach to candidates who need additional support or follow-up.
Identify and escalate complex compliance or technical issues to appropriate internal teams.
Take ownership of ongoing issues and manage them through to resolution.