Customer Service Representative (German-speaking)

Via is on a mission to create public transportation systems that provide far 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 Customer Service Representative at Via, you will be the human connection between our technology and the people who depend on it -helping hundreds of thousands of riders and drivers across hundreds of cities every day. You'll keep our on-demand services running smoothly, sitting at the heart of our Operations team and gaining hands-on experience across operations, technology management, and on-demand mobility in a fast-moving, mission-driven environment.

If you care about making public transit work better for real people - see the impact we're having in the around the world - this team is where that commitment comes to life every day.

This job can be done remotely, as long as you are based in Germany.

What You’ll Do:

• Ensure the smooth daily operation of our services by providing telephone, live chat, and email support.
• Work scheduled shifts, with appropriate shift bonuses for night shifts, Sundays, or pre-determined holidays.
• Make sure that our drivers and passengers feel supported in all matters, always helping them with their questions or concerns.
• Care for customer satisfaction and ensure that issues are resolved.
• Grow with your tasks and responsibilities if you so choose, and increase your compensation accordingly.

Who You Are:

• Passionate about Via's mission to enable access to mobility and reduce the world's carbon footprint - you see this as more than a job.
• Fluent in German and English (C1 or C2) -you'll be using both languages daily as you'll be working across both our DACH and UK markets.
• A strong communicator who finds the right tone in any context and genuinely enjoys supporting people over the phone.
• Calm under pressure and able to think on your feet — no prior call center experience required; what matters is a willingness to learn and a commitment to great service.
• Technology-savvy and comfortable working with modern IT tools.
• Flexible and adaptable across different shifts; while we try to accommodate individual schedules, this role requires some availability outside standard hours to support our 24/7 operations.

What We Offer

• 100% work from home, as long as you're based in Germany.
• State-of-the-art hardware provided so you can work worry-free. 
• €15.40/h base pay for a 40-hour work week, with additional earnings depending on shifts and hours worked. 
• 30 days of vacation inclusive of public holidays. 
• The opportunity to work for a company with a strong mission of improving the quality of life for those who need it most.

There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?

Via is an equal opportunity employer.

• Test your microphone and headset before the interview; clear audio is crucial for a remote support role.
• Prepare examples of times you resolved a difficult customer issue without a script, emphasizing your problem‑solving approach.
• Highlight any experience with multilingual communication or translation tools, even if informal.
• Familiarize yourself with basic transit terminology and Via’s on‑demand model to speak confidently about the product.
• During the interview, ask about shift patterns and the availability of shift‑bonus pay to gauge how the schedule aligns with your lifestyle.
• If offered the role, discuss the remote workstation stipend and any additional equipment support to ensure an ergonomic home office.
• Watch for vague promises about “flexible hours” without concrete details; request clarification on expected shift rotation.