Open Positions

Trillium Customer Team Lead

North America · Full-time · Intermediate

About The Position

Optibus seeks to make public transportation better, together. To do this, we provide innovative solutions for public transit planning, scheduling, operations, and data management. Our growing North America team is looking for a team lead for our Trillium Customer Team, which focuses on deploying and supporting data management and customer information tools that make it easier for riders to get where they need to go.

About the Trillium Customer Success Team

Our customers are transit agencies, departments of transportation, and planning organizations. Our team serves them by providing best-in-class support with our General Transit-Feed Specification (GTFS) - based products. This means that while we are mainly data specialists, we are also, at times, teachers, project implementation specialists, consultants, and transit planners. Our goal is for every Optibus customer to thrive in their use of the platform. 

About the Position

The Trillium Customer Team Lead position couples technical and client relationship capabilities to help customers meet their objectives on the Optibus platform and deliver value. Our Solution Engineers are subject matter experts in both Optibus, and public transit - and are the voice of the customer to Optibus globally. Specifically, the Trillium Customer Team Lead will

  • Lead, develop, and mentor a team of Data Technicians who provide best-in-class support for our customers. 
  • Establishing, recommending, and implementing policies and practices to ensure high quality, timely, and efficient provision of customer support services
  • Efficient monitoring and management of customer request queues
  • Handle customer escalations, in coordination with other divisions of Optibus such as global support, engineering, and product
  • Build and maintain strong working relationships with our customer base, especially the main Optibus users at customer organizations
  • Be the voice of the customer within Optibus, influencing and shaping the future of the Optibus platform
  • Contribute to the growth and maturation of the Customer Success team, including team developing best practices, and process improvements 
  • Represent Optibus at external meetings and industry events

you’ll be a great fit for the role if you:

  • Are passionate about improving public transit
  • Have hands on experience with any (or all) of the following: 
  • GTFS
  • Business to government (B2G) customer success
  • Public transportation
  • Managing a customer support team
  • Have experience with managing high performing teams, and training / teaching / coaching
  • Are a clear and empathetic communicator
  • Learn quickly, are comfortable with the unknown, can easily adapt to new technologies, and are looking to seek and give constructive feedback
  • Have a proclivity for tracking down the answers to questions - and own the resolution
  • Proven track record of handling complex situations, and diverse stakeholders while delivering on the task at hand

Requirements

This position is ideal for someone who possesses the following: 

  • 4+ years experience in a client-facing role within transit technology, consultancy, or as the government agency project manager
  • Experience with people and team management
  • Experience with GTFS through relevant technical background, either educational or based on work experience with a proven track record of excellence
  • Outstanding analytical skills and data-driven approach to problem solving
  • Strong interpersonal communication skills to diverse audiences in meetings, presentations, and written
  • Experience successfully working in a team, especially across time zones
  • Experience managing time-based projects
  • Experience working with a global team across time zones
  • Ability to travel ~10% of the time (COVID-dependent)

It would be great if you have experience with

  • Experience in SaaS deployment and integration
  • Experience with managing a support function through client management software such as ZenDesk, Salesforce, etc.


About the Company

Optibus is passionate about the future of mass transportation – we want more people to use it, and we believe it should take center stage as the world of mobility changes around us.

Our vision is to be the technology engine behind better and more efficient means of mass transit, making it the first choice for passengers and cities alike. Our technology is at the center of making this happen, with a unique combination of optimization algorithms, since better scheduling and operations make for better mass transit service, for all. We’re a well-funded startup whose product is deployed in more than 300 cities worldwide, and we are quickly becoming a leader in the space – and our culture reflects this: we have fun while striving to make mass transportation better, together.

Optibus.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

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