Service Supervisor

About the role

Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. With hundreds of agency partners around the world, Via is recognized as the leading transportation technology and service provider globally. As a Service Supervisor you will oversee service operations for Breeze Plus to supervise driver performance, train drivers, support riders, de-escalate conflicts, and manage incidents when they occur. You may also work as an Operator when needed, leading by example, and ensuring excellent customer service for our riders. This is a shift-based position (requiring 8–9 hour shifts) in-person based out of our Sarasota, FL location. While standard schedules are provided, this role does require flexibility to work occasional evenings, Saturdays, and extended hours as business needs arise.

Responsibilities

• Conduct regular performance evaluations of drivers, providing feedback and coaching to improve service quality and efficiency.
• Develop and implement training programs for new hires and ongoing training for existing drivers.
• Handle customer service issues, resolving complaints and making decisions to promote passenger satisfaction.
• Prioritize operational issues as the real-time point of contact and implement creative solutions to solve problems as they arise.
• Go to the scene of accidents and incidents to manage processes and protocols.
• Diligently work collaboratively with a broad interdisciplinary team to scale operational processes, systems, and tools to drive rapid growth.
• Safely and courteously, operate lift-equipped vehicles to transport elderly and/or persons with disabilities.
• Learn the fundamentals of Via operations and related safety procedures.
• Perform the routine operation of vehicles, including pre- and post-shift inspections.

Requirements

• Minimum of 3+ years’ experience in transportation services or comparable industry, with at least 1 year in a supervisory role.
• High school diploma or equivalent.
• At least 25 years old.
• Hold a valid Driver’s License with a clean driving record.

Qualifications

• Higher education or certifications in transportation, logistics, or related field preferred.

Skills

• Effective communicator with excellent interpersonal skills, able to handle stressful situations diplomatically.
• Proficient in using a tablet and standard office software (e.g., Google Suite).
• Good knowledge of the city and community of Sarasota, FL.
• Able to operate a wheelchair accessible vehicle within standard safety guidelines to ensure public safety.
• Able to safely push and maneuver more than 400 pounds of weight, such as assisting passengers in wheelchairs or handling heavy equipment.
• Comfortable bending down on one knee for extended periods of time to secure wheelchairs and other mobility aids within confined spaces.
• Able to deal effectively and courteously with all customers and the public.
• Ability to work flexible hours, including evenings and weekends, as required