Remote Escalations & Dispatch Supervisor

Remote; San Francisco (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

HONK is seeking an Escalations Supervisor to lead a team handling complex roadside assistance and transportation service issues. You will actively manage high-priority requests, provide real-time coaching, and work with Operations leadership to maintain service excellence in a fast-paced environment.

You will be the primary escalation point for sensitive cases, guiding specialists and ensuring timely resolutions while monitoring performance metrics and process improvements.

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.

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.

Skills

Leadership

Coaching

Customer service mindset

Conflict resolution

Decision making

Education

Experience leading or supervising a customer support, contact center, dispatch, logistics, or operations team

Tools

Five9

Verint

Job description

HONK is seeking an Escalations Supervisor to lead a team handling complex roadside assistance and transportation service issues. You will actively manage high-priority requests, provide real-time coaching, and work with Operations leadership to maintain service excellence in a fast-paced environment.

You will be the primary escalation point for sensitive cases, guiding specialists and ensuring timely resolutions while monitoring performance metrics and process improvements.