Driver Operations Specialist (part-time)

Via Transportation is a public mobility technology company that develops software and operational solutions for shared transportation networks. The company provides a comprehensive suite of products including microtransit, paratransit, student transit, corporate and campus shuttles, and health transportation services, serving cities, transit authorities, school districts, universities, healthcare providers, and corporations. Via's platform enables dynamic, on-demand routing and scheduling that maximizes vehicle utilization and reduces the number of single-occupancy trips on the road. By replacing inefficient fixed-route systems and private car trips with intelligent shared mobility, Via contributes to lower emissions and more sustainable urban transportation ecosystems. The company also offers Remix, a transit planning and scheduling platform, and has integrated Citymapper into its mobility-as-a-service offerings to help cities build more rider-centric networks. Via's mission centers on reimagining public transit to be more equitable, efficient, and accessible, ensuring that underserved communities gain reliable connections to jobs, education, and healthcare. What distinguishes Via is its combination of proprietary routing algorithms, real-time operations management tools, and in-house consulting expertise through Via Strategies, allowing it to serve both the technology and operational needs of transit agencies at scale.

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 Driver Operations Specialist, you’ll be on the ground floor at this exciting company ensuring that driver partners have a smooth experience. The Driver Operations Team serves as a direct bridge between the Via's brand and the people who actually deliver our services.

We strive to create effortless experiences for everyone who reaches out to our team, and we serve as an advocate for our partners' drivers 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 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.

This is a part-time, contract role expected to be in the field about 30 hours / week.

What You’ll Do:

• Serve as the front line, speaking with driver partners to help improve their first experience with Via or manage their accounts
• Thrive in a fast-paced environment tackling an array of customer issues
• Become an expert on our services and spread the love of Via everywhere
• Deliver above-and-beyond customer service to our driver partners, finding new and interesting ways to make our 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
• Learn our tools & product inside and out- while supporting other teams

Who You Are:

• Clear communicator with excellent reading comprehension and writing skills
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, Slack, previous CRM tools like Salesforce a plus
• Great listener and conversationalist
• A well-rounded team player who takes ownership of (and pride in) your work
• Someone with 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
• Located in Milwaukee, Madison, or Appleton area.
• Empathetic and the able to put yourself in the customer's shoes
• Able to work 10:00AM-6:30PM EST, open to weekends 

Compensation and Benefits:

• $22/hour
• Approx. 30 hours / week