Dispatch & Escalations Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactively oversee and assist with live roadside assistance and transportation services, including high-priority and intricate requests.

• Act as the main escalation point for complex or sensitive situations, addressing issues related to customers, providers, and adjusters.

• Handle escalated calls, chats, and tasks as necessary to ensure a smooth service flow and adherence to resolution timelines.

• Offer real-time coaching, feedback, and guidance to specialists during the management of active services.

• Track individual and team performance metrics, such as scorecards, quality assessments, attendance, and productivity levels.

• Detect service risks, delays, or failures and take proactive measures to ensure successful resolution.

• Maintain awareness of queue volumes, staffing requirements, and service priorities to facilitate operational support.

• Document and relay trends, recurring problems, and process deficiencies, collaborating with leadership on enhancements.

• Appropriately escalate issues to senior leadership or HR in real time, including concerns regarding performance, morale, or policies.

• Exemplify HONK’s customer-first philosophy and operational standards through direct involvement in service delivery.

⛳️ Requirements

• Over 2 years of experience in leading or supervising a customer support, contact center, dispatch, logistics, or operations team.

• Proven experience in managing escalated customer or service issues in a dynamic environment.

• Strong skills in coaching, conflict resolution, and decision-making.

• A genuine passion for coaching, developing, and motivating high-performing teams.

• A robust customer service orientation with the ability to balance the needs of customers, clients, and service providers.

• Ability to remain calm, organized, and decisive under pressure.

• Excellent judgment, follow-through, and problem-solving abilities.

• Comfortable in providing direct feedback and making challenging operational decisions.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work schedules and remote work options.