Dispatch & Escalations Supervisor

Job description

HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers. At HONK, our Escalations Team is where the most complex, high-impact situations get resolved. As the Escalations Supervisor, you’ll lead a team of experienced specialists responsible for managing critical service issues, negotiating with service providers, resolving complex transportation and roadside assistance challenges, and ensuring exceptional outcomes for our clients, customers, and provider network. This is a hands-on supervisor role where you’ll balance coaching and developing your team with actively stepping in to manage escalated calls, high-priority cases, and operational challenges in real time. You’ll partner closely with Operations leadership to drive service excellence, maintain operational consistency, and support new initiatives while helping your team perform at its best in a fast-paced, high-volume environment. ### 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. ### Qualifications: - 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. ### TO BE SUCCESSFUL YOU MUST: - Display a passion for developing people. - Learn and practice HONK’s leadership and coaching principles by serving your team first and following up with empathetic & kind actions. - Develop an expert understanding and competency in HONK’s systems, including Five9, Verint, and other internal systems. - Be proficient in Google Suite programs including e-mail, calendars, documents, spreadsheets, and presentations. - Possess excellent verbal, written, and presentation skills.