Rider Support Team Lead

<p>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.</p> <p>The <strong>Rider Support Team Lead</strong>&nbsp;plays a critical role in ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across processes and systems. The role combines hands-on team leadership with ownership of cross-functional initiatives that improve how incidents are managed across the organization.</p> <p><em><strong>This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.&nbsp;</strong></em></p> <p><strong>What You'll Do:</strong></p> <ul> <li><strong>Team Leadership&nbsp;</strong> <ul> <li>Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance.</li> </ul> </li> <ul> <li>Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement.</li> <li>Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.</li> <li>Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.</li> </ul> </ul> <ul> <li><strong>Operational Excellence</strong></li> <ul> <li>Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements.</li> <li>Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability.</li> <li data-section-id="yab2rf" data-start="2062" data-end="2218">Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.</li> </ul> </ul> <p><strong>Who You Are:</strong></p> <ul> <li>3 years+ of team management experience ideally in a safety-sensitive live operations role</li> <li>Excellent judgment, ability to remain calm and make sound decisions under pressure</li> <li>Independent, self-starter that knows when to escalate</li> <li>Effective at managing multiple tasks simultaneously and comfortable taking on responsibility</li> <li>Meticulous and vigilant, with a high level of attention to detail</li> <li>Problem solver; you don’t accept the status quo and are always looking for creative solutions</li> <li>Excellent communicator with a knack for always finding the right tone&nbsp;</li> <li>An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams</li> </ul> <p><strong>Compensation and Benefits:</strong></p> <ul> <li>Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable.</li> <li>Salary Range: $50,000 - $65,000 / year</li> <li>We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.</li> <li>Successful completion of a drug test is necessary for employment</li> </ul> <p>There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?</p> <p><em>Via is an equal opportunity employer.</em></p>