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Support Operations Team Lead

Via - Fort Worth, TX

Posted May 14, 2026

Benefits

Parental leave
Not verified
Non-birth-parent leave
Not verified
Family-building benefits
  • Fertility benefits: Not verified
  • Adoption assistance: Not verified
  • Surrogacy assistance: Not verified
Mental health support
Not verified
Relocation assistance
Not verified
Childcare support
Not verified
Learning budget
Not verified
Verification
Not verified
Salary
$55K-$65K From the posting source checked Jun 20, 2026
401(k) match
Reported not verified - source not recorded; source URL not recorded; timestamp not recorded

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Market context

U.S. role benchmark (BLS OEWS)
$78,856 U.S. median for this role
Projected growth (BLS Employment Projections)
+0.8% - Slower

24% below the BLS role benchmark for customer success aggregate.

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function
Customer Success From the posting source checked Jun 20, 2026
Seniority
Senior From the posting source checked Jun 20, 2026

Schedule

Shift type
Not verified
Weekend work
Not verified

Company

Equity
Offered From the posting source checked Jun 20, 2026

Application

Cover letter
Not verified
Assessment
Not verified
Deadline
Not stated

Where they hire

State eligibility is not yet verified.

About this role

Support Operations Team Lead Fort Worth, TX 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

Read the full description at job-boards.greenhouse.io. FewerJobs shows a preview and links to the original posting.

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