Dispatch Lead

Lead, develop, and manage a team of frontline agents responsible for customer support and dispatch operations

Serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance

Own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels

Ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels

Oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem solving and resource coordination

Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making

Partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements

Balance immediate problem-solving with long-term operational thinking, sharing insights and recommendations that improve service reliability and team effectiveness

Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement across the business

Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve and new challenges emerge

3+ years of people management experience leading frontline operations, customer support, dispatch, call-center, logistics / transportation, or similarly fast-paced teams

Proven ability to coach, develop, and hold team members accountable while creating an engaged and positive team culture

A strong operator who can effectively manage competing priorities, make decisions quickly, and remain calm under pressure

Customer-focused and empathetic, with a commitment to delivering exceptional service experiences

Comfortable owning operational outcomes and taking accountability for team performance

Tech-savvy and comfortable learning new systems, tools, and technologies quickly

Independent and self-directed; you excel in ambiguous environments where processes may not yet be fully defined

Analytical and curious, with the ability to identify patterns, diagnose root causes, and translate insights into actionable improvements

An excellent communicator who can build trust and influence stakeholders across all levels of the organization

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 - $68,000 / year

We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.

Ready to join the ride?

Via is an equal opportunity employer.