Support Operations Team Lead

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Assessment

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Deadline

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Where they hire

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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

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