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Dispatch & Escalations Supervisor at HONK - ApplyBlast

Dispatch & Escalations Supervisor

HONK

3 months ago

3.9 on Glassdoor

Remote

Full Time

Senior

1 applicant

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About this role

As an Escalations Supervisor at HONK, you will lead a team of specialists in resolving complex roadside assistance and transportation service issues. This hands-on role involves balancing team coaching with direct management of high-priority calls and operational challenges to ensure exceptional client outcomes. You will partner with leadership to drive service excellence while maintaining situational awareness of queue volumes and staffing needs in a fast-paced environment.

Responsibilities

Lead and coach a team of specialists managing critical service issues
Resolve complex transportation and roadside assistance challenges in real time
Monitor team performance metrics including scorecards and productivity
Provide real-time feedback and guidance during active service management
Partner with leadership to identify process gaps and drive improvements

Skills

Qualifications

2+ years of experience leading a customer support or operations teamExperience handling escalated customer or service issuesProficiency in FiveNine and Verint systemsProficiency in Google Suite programs

About HONK

honkforhelp.com

Headquarters

Los Angeles, California, United States

Company Size

51-200 employees

Founded

2014

View Profile

HONK (Honk Technologies) is a technology-driven roadside assistance platform that connects drivers to a nationwide, vetted network of tow and service providers. It offers APIs, white‑label booking and dispatch solutions, mobile apps, and analytics to insurers, fleets, dealers and other enterprise partners so they can deliver fast, trackable on‑demand service. HONK emphasizes excellent customer experience and operational efficiency—real‑time tracking, digital payments, and data insights help partners reduce cost, improve retention, and achieve industry‑leading satisfaction scores.