Dispatch & Escalations Supervisor

HONK is transforming the towing and roadside assistance industry by providing seamless, brand-enhancing experiences during high-stress automotive moments. The company is committed to digital innovation and excellence, serving major insurers, fleets, OEMs, and retailers.

Location: Remote (US)

Salary: $20–$25

Responsibilities

• Actively manage and support live roadside assistance and transportation services, including high-priority and complex requests.
• Serve as the primary escalation point for complex or sensitive cases, including customer, provider, and adjuster issues.
• Take escalated calls, chats, and tasks as needed to maintain service flow and resolution timelines.
• Provide real-time coaching, feedback, and guidance to specialists during active service management.
• Monitor individual and team performance metrics, including scorecards, quality scores, attendance, and productivity.
• Identify service risks, delays, or failures and intervene proactively to ensure successful completion.
• Maintain situational awareness of queue volumes, staffing needs, and service priorities to support operational coverage.
• Document and communicate trends, recurring issues, and process gaps, partnering with leadership on improvements.
• Escalate issues appropriately to senior leadership or HR in real time, including performance concerns, morale issues, or policy-related matters.
• Model HONK’s customer-first mindset 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 the needs of 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.

Benefits

• Remote-first work environment.
• Inclusive and diverse community.
• Opportunities for professional development.

Additional Information

• Candidates should develop expertise in HONK’s systems including Five9, Verint, and other internal tools.
• Proficiency in Google Suite programs is required.
• The role emphasizes leadership, coaching, and operational excellence.