Support Operations 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 Support Operations 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: $55,000 - $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.