Regional Head of Customer Support

vor 1 Woche

Berlin, Deutschland Via Vollzeit

Via is dedicated to providing the best possible experience for partners, drivers, and riders. Our operational support team works diligently on the back-end to ensure that riders on Via-powered services happen as smoothly as possible.

With the exciting launch of the BerlMobil, Berlin's paratransit service, and Via's ever-growing presence in the DACH region, we are looking for a **Regional Head of Customer Support** to structure and scale our support center in Berlin. If you are motivated by impact, are looking for an opportunity to problem-solve, can figure out things on the go, have a bias towards action, are humble and open-minded, this could be your next career opportunity

**What You'll Do**:

- Setup scalable processes for capacity planning and recruitment
- Own shift planning for our operational support agents
- Manage our operational support team including performance and training
- Lead the evolution of our organizational structure to streamline processes as we grow
- Monitor our operations using proprietary technology tools and relentlessly work on improving our service to ensure the best experience for our customers
- Continuously develop solutions to identify pain points and address them
- Measure successes, report on relevant KPIs and coordinate with multiple internal and external stakeholders
- Ensure our support center is always ready to support Via's expansion and launch of new services across the DACH region

**Who You Are**:

- Fluent in German and English (German on native or bilingual level)
- 5+ years of experience, ideally in a call center or customer support environment
- Experience scaling a team by defining a sustainable organizational structure
- Ability to navigate uncertainty, communicate a vision, set direction and make decisions
- Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
- Meticulous and vigilant, with a high level of attention to detail
- Independent self-starter; you enjoy working as part of a small team and are excited to meaningfully grow Via in DACH and beyond
- Skilled at communicating professionally with stakeholders from a broad range of backgrounds
- Problem solver; you don't accept the status quo and are always looking for creative solutions

**What Catches Our Eye**:

- Demonstrated record of entrepreneurial achievement and/or leadership

We're Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around.

With the addition of Remix into our portfolio, we 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.

Ready to join the ride?
- Via is an equal opportunities employer._

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