Real-Time Dispatch & Support Lead

Remix; Park City (UT); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Remix in Park City, UT is seeking a Dispatch Lead to guide a large frontline operations team responsible for customer support and real-time dispatching. You will own team performance, ensure empathetic and efficient interactions, and maintain operational excellence.

The role is an in-person position five days a week with potential weekend coverage based on needs. Final salary will be determined by experience and skills, with a range of $55,000 to $68,000 per year and a comprehensive benefits

Qualifications

• 3+ years of people management experience leading frontline operations teams (customer support, dispatch, call-center, logistics).
• Proven ability to coach, develop, and hold team members accountable while fostering a positive team culture.
• Strong operator mindset to manage competing priorities and quick decision-making under pressure.
• Customer-focused with commitment to high-quality service experiences.
• Comfortable owning operational outcomes and team performance.
• Tech-savvy and quick to learn new systems and tools.

Responsibilities

• Lead, develop, and manage a team of frontline agents responsible for customer support and dispatch operations.
• Serve as the primary escalation point for complex customer and operational issues, making thoughtful decisions in real time with limited guidance.
• Own team performance metrics across customer experience, operational outcomes, quality, productivity, and service levels.
• Ensure riders receive empathetic, high-quality support while maintaining efficiency and responsiveness across all contact channels.
• Oversee dispatch operations to ensure all service commitments are fulfilled through proactive problem solving and resource coordination.
• Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making.
• Partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements.
• Balance immediate problem-solving with long-term operational thinking, sharing insights and recommendations that improve service reliability and team effectiveness.
• Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement across the business.
• Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve and new challenges emerge.

Skills

People management

Dispatch operations

Customer service

Analytical thinking

Communication

Cross-functional work

Job description

Remix in Park City, UT is seeking a Dispatch Lead to guide a large frontline operations team responsible for customer support and real-time dispatching. You will own team performance, ensure empathetic and efficient interactions, and maintain operational excellence.

The role is an in-person position five days a week with potential weekend coverage based on needs. Final salary will be determined by experience and skills, with a range of $55,000 to $68,000 per year and a comprehensive benefits