Driver Support Agent

Via•Fort Worth, TX

3d•$19 - $21•Onsite

About The Position

Via is hiring a Driver Support Agent to support prospective drivers across all North America markets throughout their onboarding journey. The role guides drivers through compliance steps, provides helpful outreach, and resolves onboarding roadblocks to create a smooth and welcoming experience. This is a full-time, in-person position, Monday through Friday, 9:00 AM to 5:00 PM. Candidates should be tech-savvy, analytical, comfortable multitasking in live operations, and able to prioritize quickly while maintaining accuracy. The role requires clear written and verbal communication, a customer-service orientation, and the ability to de-escalate situations and stay calm under pressure. The successful candidate takes ownership of issues through resolution, works effectively with a team, and can develop solutions when standard procedures are unavailable. Employment is contingent on 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 salary does not include equity or variable pay, where applicable. Via offers free medical plans and 401(k) matching.

Requirements

Strong computer and technical skills, including experience with multiple software programs, Microsoft Office, and Google Suite.
Strong analytical problem-solving skills and mental acuity.
Ability to multitask in live operations, prioritize quickly, and switch between tasks.
Ability to manage multiple priorities while maintaining accuracy and focus.
Clear communication, reading comprehension, and writing skills.
Customer-service orientation and ability to de-escalate situations with escalated stakeholders.
Ability to remain calm and even-keeled during urgent or high-pressure issues.
Team-oriented approach and ownership of work and ongoing issues through resolution.
Comfort with ambiguity and ability to develop solutions when no standard operating procedure exists.
Strong prioritization skills and demonstrated leadership.
Initiative and an action-oriented approach to solving problems and completing work.
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.

Responsibilities

Follow up with driver applicants across all North America markets and guide them through their applications.
Assist prospective drivers with compliance steps, background checks, and documentation requirements.
Troubleshoot applicant inquiries and resolve friction points throughout 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.