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 Team Lead, Partner Support & Operations, you’ll manage a team of high-performing contributors and provide consistently outstanding support to Via’s partners (cites, local authorities, private operators, private corporations) who power mobility and transportation networks with our technology. You’ll become a Via product expert and evangelist, ready to take ownership of challenging tickets; set strategy for product support in Europe; and own outcomes pertaining to the overall health of Via’s global partnerships. This partner-facing position is all about building the best possible connection between our partners and our Product & Engineering Teams. We work with teams across the company to ensure our partners can make the best use of our technology, thereby improving their experience and driving retention.

Note that the internal name of this role is “Partner Support & Operations Associate Principal”.

What You’ll Do:

• Become an expert on Via – develop a nuanced understanding of our technology, use cases, and best practices to be able to answer support inquiries on a daily basis
• Manage a team of 4-5 high performing Product Support & Operations Specialists and Associates
• Prioritize operational issues as a real-time point of contact and provide technical, specific, and strategic responses in an efficient manner
• Provide direct support to Via’s partners through fast, high quality ticket resolution, enhancing their experience with our platform
• Coordinate with Operations, Product Management, and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement
• Manage product expectations and development, ensuring that our engineering team is getting the feedback they need to build the best product possible
• Build and maintain an online knowledge base of issues/solutions to share with colleagues
• Nurture close relationships with partners to become a trusted advisor
  

Who You Are:

• Minimum of 3 years of experience in a customer-facing role; technical support experience is a plus
• Experience leading or managing team members
• Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
• Meticulous and vigilant, with a high level of attention to detail
• Outstanding process-orientation, analytical, and organization skills
• Problem solver and entrepreneurial; 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
• Fluent in English and German; fluency in French / Dutch / Spanish are assets
• Bachelor’s Degree