Customer Support Team Lead at VIA

Via builds technology that transforms transportation around the world. They pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility. They created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves. As a Customer Support Team Lead you will be responsible for a team of agents responsible for supporting riders and drivers for our innovative public transit and paratransit services. You will lead a team of customer support agents, monitor their performance, take ownership for your team’s performance on specific KPIs, processes, and customer satisfaction, and work closely with key internal stakeholders. Responsibilities: - Lead a team of customer support agents, inspiring and empowering them to perform to their full capabilities on behalf of our customers - Closely monitor your teams members individual performance, creating coaching, feedback and training where needed - Take ownership for your team’s performance on specific KPIs, processes, and customer satisfaction - Integrate into the global Support Operations team to ensure best practices and knowledge sharing across sites and teams - Work closely with key internal stakeholders, including General Managers, Field Managers and the wider regional team, to ensure the support organization is meeting the needs of the business - Proactively identify what is working well and what needs to be improved for our end customers, and suggest practical ways to improve outcomes

Customer Support Team Lead

Responsibilities

Skills wanted:

Language(s) required:

About VIA:

mission:

Job benefits for full-time members:

www.viarail.ca/

Admin access needed