Dispatch & Escalations Supervisor

1 month, 3 weeks ago
Full-time
Lead
Customer and Technical Support
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
51-250
Founded 2014
$32M raised

Description

  • Lead and support a team of escalations specialists handling complex roadside assistance and transportation requests.
  • Serve as the primary escalation point for sensitive customer, provider, and adjuster cases.
  • Take escalated calls, chats, and tasks to maintain service flow and resolution timelines.
  • Coach, feedback, and guide specialists in real time during active service management.
  • Monitor team performance metrics such as scorecards, quality, attendance, and productivity.
  • Identify service risks, delays, and failures and intervene proactively to drive successful outcomes.
  • Track 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 needed.
  • Model a customer-first approach and operational standards through direct service involvement.

Requirements

  • 2+ years of experience leading or supervising a customer support, contact center, dispatch, logistics, or operations team.
  • Experience handling escalated customer or service issues in a fast-paced environment.
  • Strong coaching, conflict resolution, and decision-making skills.
  • Passion for coaching, developing, and motivating high-performing teams.
  • Strong customer service mindset with the ability to balance customers, clients, and service providers.
  • Calm, organized, and decisive under pressure.
  • Excellent judgment, follow-through, and problem-solving skills.
  • Comfortable providing direct feedback and making difficult operational decisions.
  • Expert understanding of HONK systems, including Five9, Verint, and other internal systems.
  • Proficiency with Google Suite, including email, calendars, documents, spreadsheets, and presentations.
  • Excellent verbal, written, and presentation skills.

Benefits

  • Remote-first work environment with flexibility to work from anywhere in the US.
  • Inclusive, collaborative company culture.
  • Equal-opportunity employer committed to diversity and inclusion.

Interested in this position?

Apply directly on the company website

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