Senior Secondary Logistics Agent: Escalation & Release Lead

HONK; Oregon; Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Remote-first

Equal opportunity employer

Job summary

HONK is seeking a Sr. Secondary Logistics Agent to provide senior-level support in our Secondary Logistics team. You will own escalations, negotiate with tow providers, and ensure release events and vehicle movements are tracked with real-time visibility for clients.

This hands-on role requires calm decision-making under pressure, experience with Zendesk and related tools, and the ability to handle high call and chat volumes while balancing backlog and team goals. Remote-first, US-based.

Qualifications

• Experience in logistics coordination, vehicle releases or towing/dispatch roles.
• Ability to resolve complex or stuck jobs with minimal supervision.
• Experience handling escalations in a customer service environment.
• Proven accuracy in job documentation and rate negotiations.

Responsibilities

• Provide real-time support to the frontline on escalations.
• Own escalations from start to finish across calls, chats, and tasks.
• Act as escalation point for customers, program managers, tow providers, lots and adjusters.
• Negotiate tow and release rates within approved limits and escalate exceptions.
• Manage active-job emails in Zendesk and maintain accurate release records.
• Ensure real-time visibility of vehicle movements for clients.
• Prioritize backlog and balance live support with ongoing tasks.
• Lead high-priority requests and support pilot programs and SOP updates.
• Identify recurring issues and prompt leadership coaching and training.

Skills

Customer service

Escalation handling

Communication

Decision making

Tools

Zendesk

Slack

Five9

Verint

Job description

HONK is seeking a Sr. Secondary Logistics Agent to provide senior-level support in our Secondary Logistics team. You will own escalations, negotiate with tow providers, and ensure release events and vehicle movements are tracked with real-time visibility for clients.

This hands-on role requires calm decision-making under pressure, experience with Zendesk and related tools, and the ability to handle high call and chat volumes while balancing backlog and team goals. Remote-first, US-based.