Dispatch & Escalations Supervisor

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HONK Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🚗 Transport

☁️ SaaS

🤖 Artificial Intelligence

Transport • SaaS • Artificial Intelligence

HONK Technologies is a company specializing in roadside assistance and related services. It provides a comprehensive, AI-powered platform that offers customizable solutions for various industries, including insurance, automotive, and logistics management. HONK is known for its industry-leading customer ratings and efficient, real-time vehicle logistics management. They offer advanced digital solutions tailored for motorcycles, EVs, and RVs, as well as accident management and catastrophe event management services. Their platform is designed to enhance customer experiences and operational efficiency by integrating advanced data insights and analytics.

📋 Description

• 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.