HONK Technologies logo
HONK Technologies

Industry-leading on-demand automotive mobility services

Dispatch & Escalations Supervisor

SupervisorGeneralFull TimeRemoteMid LevelTeam 51-200Since 2014H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

8 days ago

Salary

$20 - $25 / hour

Seniority

Mid Level

High School2 yrs expEnglish

Job Description

Dispatch & Escalations Supervisor

HONK Technologies

• 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.

Job 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.

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