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Product Support & Operations Specialist



Product, Customer Service, Operations
Paris, France
Posted on Friday, May 31, 2024

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.

Unbelievable partner support is a critical part of the Via brand, and we’re looking for the best in the business. As a Product Support and Operations Specialist, you’ll provide consistently outstanding support to Via’s partners (cities, operators, etc.) who power mobility and transportation networks with our technology.

This position is a great starting point for anyone seeking a career in product support, operations, or business development. This customer-facing role is all about building the best possible connection between our partners and our Product & Engineering Team. We work with teams across the organization to ensure our partners can make the best use of our technology to improve their experience.

Please note that native-level French is essential for this role.

🎥 Jodie describes work in the department:

What You’ll Do:

  • Become an expert on Via – develop a nuanced understanding of our technology, use cases, and best practices
  • Provide outstanding support to Via’s partners through fast, high quality ticket resolution, enhancing their experience with our platform
  • Work cross-functionally with teams in Product, Engineering, Operations and Partner Success teams
  • Foster close relationships with partners to become their trusted advisor and internal champion; familiarize yourself with their realities, common pain points and ways to advise them to constantly improve our deployment results
  • Identify product and process improvement opportunities by acting as a bridge between partners and technical product teams, helping to prioritize product improvement measures and product scalability initiatives

Who You Are:

  • Native-level of French, the language in which you will support our partners, and fluent in English, which you will use to communicate with our international team. (Fluency in Dutch would be a big plus)
  • Empathy: the best way to succeed in this role is to be able to put yourself in our partners’ shoes
  • Prioritization skills: you might be investigating several tickets at any point in time and need to ensure you juggle them appropriately and escalate them when necessary
  • Strong communication skills: you know how to find the best tone for each situation
  • Problem solving and entrepreneurship: you don’t accept the status quo and are always looking for creative solutions
  • Meticulous and vigilant, with a high level of attention to detail, process-oriented and analytical
  • Nice to have but not necessary: experience familiarizing yourself with software tools, teaching others about it and resolving issues for clients

What We Offer:

  • Trust and autonomy: we know which challenges we want to tackle but we will let you decide how to approach them – and be ready to support you along the way
  • Long-term career opportunities: whether you grow your expertise by tackling new issues or decide to explore a new career path, we’re in it for the long run
  • Joining a global employer with over 600 mobility deployments in 35+ countries
  • Becoming part of a company that was awarded for its commitment to social good
  • Competitive compensation including stock options
  • Health insurance, meal vouchers, and 25 days of vacation per year

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.

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.

Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride?

Via is an equal opportunity employer.