Rider Support Team Lead

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.

The Rider Support Team Lead 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.

This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.

What You'll Do:

• Team Leadership

• Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance.

• Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement.

• Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.

• Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.

• Operational Excellence

• Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements.

• Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability.

• Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.

Who You Are:

• 3 years+ of team management experience ideally in a safety-sensitive live operations role

• Excellent judgment, ability to remain calm and make sound decisions under pressure

• Independent, self-starter that knows when to escalate

• Effective at managing multiple tasks simultaneously and comfortable taking on responsibility

• Meticulous and vigilant, with a high level of attention to detail

• Problem solver; you don’t accept the status quo and are always looking for creative solutions

• Excellent communicator with a knack for always finding the right tone

• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams

Compensation and Benefits:

• Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable.

• Salary Range: $50,000 - $65,000 / year

• We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.

• Successful completion of a drug test is necessary for employment

There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?

Via is an equal opportunity employer.