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    Current Job Openings

    Client Onboarding/Training Manager

    Via TRM is a software company that powers the next generation of global citizens through Traveler Relationship Management and risk management technologies that help you easily engage, enroll, manage, track, and stay connected with #everystudent and #everytraveler. 

    We are hiring a Client Success Manager (CS Manager) to innovate our next level of training in order to implement, train, and support Via TRM Clients and Program Partners. The ideal candidate is someone who genuinely cares about making our Client’s day better by helping new Clients envision how to best use Via to support their objectives including: setting up their account successfully, training Clients in all aspects of our product, responding quickly to information requests, answering questions, escalating issues internally, providing timely updates, and supporting the Client Community in creative ways. 

    Our next team member must demonstrate the ability to listen, take initiative, pick up the phone, write a concise yet complete email, make useful recommendations, speak with confidence, want to learn and grow, and thrive in a rapidly changing environment. 

    We’re looking for a client experience advocate, creative problem solver, and a product enthusiast. 

    This position offers a competitive base salary, remote work flexibility, paid-time off, health insurance, family leave, work travel, and  opportunities to grow within a values-driven company.

    YOU’LL BE RESPONSIBLE FOR: 

    • Collaborating with the team to create the most impactful, scalable and innovative client training experience program
    • Successful on-boarding and training of clients to product 
    • Focus on client retention through continued trainings and knowledge sharing
    • Help clients reach their goals through usage of product 
    • Effectively communicate new product opportunities (through features, client highlights) 
    • Leverage client and product expertise to support new and improved features
    • Client Satisfaction in response times, communication, and effective coordination of issue resolution
    • Deep product knowledge and expertise of solutions
    • Accountability for CS KPI’s

    WHAT YOU’LL BE DOING

    • Project management lead for new client implementations 
    • Coordinate account set up and business implementation with the technical project implementation lead
    • Respond promptly when tagged in the support inbox & provide client solutions through direct support (e.g. sharing resources, clarifying functionality, etc.) and/or internally escalating client requests
    • Product training & documentation (creation & implementation)
    • Proactive & reactive Client Communication (execution of Release Notes & Client Newsletter
    • Update the Via TRM Knowledge Base
    • Update the Via TRM CRM with Client interactions
    • Update in app wizard work flows
    • Document product functionality for internal & external purposes
    • Create client training videos
    • User testing to support new releases and build product knowledge and context
    • Work with business team to surface possible risks and opportunities related to Client accounts
    • Work with product and engineering teams to escalate product issues and resolution plans
    • Develop, implement, and maintain best practices for Client Success

    REQUIREMENTS/ MUST HAVES

    • Bachelor’s Degree
    • Minimum of 4 years in a professional client facing or account management role 
    • Experience creating scalable software training programs
    • Strong desire and sense of satisfaction in solving problems, advocating for Clients, and making their work day easier 
    • Top notch organizational skills – decision making, goal setting and maintenance, creating and keeping deadlines
    • Resiliency, patience, and determination in evolving circumstances and situations with unknowns
    • Ability to ideate and recommend creative solutions in Via TRM to help solve client problems
    • Excellent communicator (verbal & in writing)
    • Self-starting learner
    • Tech fluency
    • Fully on board with participating as a team member according to our core values (Add Ideas to Ideas; Take Initiative; Give Good Vibes; Stand with Others, Adventure On)

    DESIRED/ NICE TO HAVES

    • QA Experience 
    • Project Management certifications or background
    • Experience in higher education, international education
    • Experience in business 
    • Experience in working with software and/or startup companies
    • A personal experience in at least one educational or meaningful travel experience

    PASS THIS BY IF YOU…

    • Thrive best in predictable or rarely-changing environments
    • Get frustrated when issues arise

    APPLY

    Introduce yourself and apply for the position, email jobs@via-trm.com and include a resume.

    Support & QA Specialist – Part Time

    Via TRM is a software company that powers the next generation of global citizens through Traveler Relationship Management and risk management technologies to help easily engage, enroll, manage, track, and stay connected with #everystudent and #everytraveler. 

    We are looking for a Support & QA Specialist to provide enterprise-level assistance to our Clients. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their questions and issues. The ideal candidate is someone who genuinely cares about making our Client’s day better by responding quickly to information requests, answering questions, escalating issues internally and giving timely updates, and deeply understanding our product through QA’ing new features and fixes and training.

    Our next team member must demonstrate the ability to listen, take initiative, pick up the phone, write a concise yet complete email, make useful recommendations, speak with confidence, want to learn and grow, and thrive in a rapidly changing environment. They will have an eye for detail and be passionate about good user experiences.

    We are an equal-opportunity employer and welcome applications from qualified applicants from all walks of life, regardless of your race, color, religion, sex, national origin, age, disability or genetics.

    This position offers a competitive base salary, remote flexibility, paid-time off, health insurance, work travel, and opportunities to grow within a values-driven company.

    THE BEST-FIT CANDIDATE WILL

    • Be results, customer, and mission driven
    • Be comfortable operating independently and in ambiguity
    • Be ready to learn through real-life examples, direct instruction and feedback, and research
    • Be passionate about good user experiences
    • Be a create problem solver

    WHAT YOU’LL BE DOING

    • Manage the support inbox & provide client solutions through direct support (e.g. sharing resources, clarifying functionality, etc.) and/or internally escalating client requests
    • Use email and chat applications to give clients quick answers to simple IT issues
    • Take ownership of researching, diagnosing, troubleshooting and identifying client issues
    • Escalate user error support issues to the product and engineering teams
    • Work with the product and engineering teams to triage bug tickets for immediate responses
    • Suggest product and engineering improvements to the product and engineering leads
    • Follow standard procedures for proper documentation and escalation of issues to the appropriate internal teams
    • Perform QA for new features and fixes within our production and staging environments
    • Support product training & documentation (creation & implementation)
    • Manage an Emergency Line 

    REQUIREMENTS/ MUST HAVES

    • Bachelor’s Degree
    • Minimum of 1+ years of professional experience in any field
    • Comfortable working in an environment where innovation and change are the norm and often encouraged
    • A passion for great user experiences and customer service
    • Strong desire and sense of satisfaction in solving problems, advocating for Clients, and making their work day easier 
    • Top notch organizational skills – decision making, goal setting and maintenance, creating and keeping deadlines
    • Resilience, patience, and determination in evolving circumstances and situations with unknowns
    • Excellent communicator (verbal & in writing)
    • Self-starting learner
    • Fully on board with participating as a team member according to our core values (Add Ideas to Ideas; Take Initiative; Give Good Vibes; Stand with Others, Adventure On)

    DESIRED/ NICE TO HAVES

    • A personal experience studying, interning, and/or traveling abroad
    • Experience contributing to and/or using CRM’s, consumer facing software, and/or edtech products
    • QA Experience 
    • Experience in working with software and/or startup companies

    PASS THIS BY IF YOU…

    • Are a development contractor or software development shop (inquiries will not be responded to)
    • Do not currently live (and already work) in the United States (inquiries will not be responded to)
    • Have not yet worked in a professional setting  
    • Cannot achieve your best results in a remote work environment
    • Do not thrive off of solving problems with a small team
    • Feel uncomfortable in either a mentoring or learning capacity

    APPLY

    Introduce yourself and apply for the position, email jobs@via-trm.com and include a resume. 

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