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Dispatch & Escalations Supervisor

12 hours, 44 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
HONK

HONK

HONK provides a technology-driven platform that connects drivers with over 35,000 roadside assistance professionals nationwide, offering on-demand services such as towing, tire changes, jump starts, and fuel delivery, all accessible via a mobile app or...

Road & Rail
51-200
Founded 2014
$32M raised
View All Jobs 5

Description

  • Lead and support live roadside assistance and transportation services, including high-priority and complex requests.
  • Serve as the primary escalation point for sensitive customer, provider, and adjuster cases.
  • Handle escalated calls, chats, and tasks to maintain service flow and resolution timelines.
  • Provide real-time coaching, feedback, and guidance to escalation specialists.
  • Monitor team performance, including quality, productivity, attendance, and scorecard metrics.
  • Identify service risks, delays, and failures and intervene to ensure successful completion.
  • Manage queue volumes, staffing needs, and service priorities to maintain operational coverage.
  • Document recurring issues and process gaps and partner with leadership on improvements.
  • Escalate performance, morale, and policy concerns to senior leadership or HR as appropriate.
  • Model customer-first service and operational standards through direct case involvement.

Requirements

  • 2+ years of experience leading or supervising a customer support, contact center, dispatch, logistics, or operations team.
  • Experience resolving escalated customer or service issues in a fast-paced environment.
  • Strong coaching, conflict resolution, decision-making, and problem-solving abilities.
  • Demonstrated ability to develop, motivate, and provide direct feedback to high-performing teams.
  • Customer service mindset that balances the needs of customers, clients, and service providers.
  • Ability to remain calm, organized, and decisive under pressure.
  • Expert-level competency in HONK systems, including Five9, Verint, and internal tools.
  • Proficiency with Google Workspace, including email, calendars, documents, spreadsheets, and presentations.
  • Excellent verbal, written, and presentation skills.
  • Commitment to HONK’s empathetic, people-first leadership and coaching principles.

Benefits

  • Remote-first work environment available anywhere in the United States.
  • Flexible collaboration and work-from-anywhere culture.
  • Inclusive workplace and equal-opportunity employment commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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