{"id":762078,"url":"https://alion.io/job/honkforhelp-dispatch-escalations-supervisor","title":"Dispatch & Escalations Supervisor","company":{"id":679429,"name":"HONK","domain":"honkforhelp.com","url":"https://alion.io/company/honkforhelp","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":25,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-17T22:40:04Z","employer_posted_date":"2026-07-17","last_verified_at":"2026-10-04T23:24:38Z","board_verified":true,"closed_at":null,"days_open":79,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":79},"description":"At HONK, our Escalations Team is where the most complex, high-impact situations get resolved. As the Escalations Supervisor, you’ll lead a team of experienced specialists responsible for managing critical service issues, negotiating with service providers, resolving complex transportation and roadside assistance challenges, and ensuring exceptional outcomes for our clients, customers, and provider network.\nThis is a hands-on supervisor role where you’ll balance coaching and developing your team with actively stepping in to manage escalated calls, high-priority cases, and operational challenges in real time. You’ll partner closely with Operations leadership to drive service excellence, maintain operational consistency, and support new initiatives while helping your team perform at its best in a fast-paced, high-volume environment.\nResponsibilities:\nActively manage and support live roadside assistance and transportation services, including high-priority and complex requests.\nServe as the primary escalation point for complex or sensitive cases, including customer, provider, and adjuster issues.\nTake escalated calls, chats, and tasks as needed to maintain service flow and resolution timelines.\nProvide real-time coaching, feedback, and guidance to specialists during active service management.\nMonitor individual and team performance metrics, including scorecards, quality scores, attendance, and productivity.\nIdentify service risks, delays, or failures and intervene proactively to ensure successful completion.\nMaintain situational awareness of queue volumes, staffing needs, and service priorities to support operational coverage.\nDocument and communicate trends, recurring issues, and process gaps, partnering with leadership on improvements.\nEscalate issues appropriately to senior leadership or HR in real time, including performance concerns, morale issues, or policy-related matters.\nModel HONK’s customer-first mindset and operational standards through direct service involvement.\nQualifications:\n2+ years of experience leading or supervising a customer support, contact center, dispatch, logistics, or operations team.\nExperience handling escalated customer or service issues in a fast-paced environment.\nStrong coaching, conflict resolution, and decision-making skills.\nPassion for coaching, developing, and motivating high-performing teams.\nStrong customer service mindset with the ability to balance the needs of customers, clients, and service providers.\nCalm, organized, and decisive under pressure.\nExcellent judgment, follow-through, and problem-solving skills.\nComfortable providing direct feedback and making difficult operational decisions.\nTO BE SUCCESSFUL YOU MUST:\nDisplay a passion for developing people.\nLearn and practice HONK’s leadership and coaching principles by serving your team first and following up with empathetic & kind actions.\nDevelop an expert understanding and competency in HONK’s systems, including Five9, Verint, and other internal systems.\nBe proficient in Google Suite programs including e-mail, calendars, documents, spreadsheets, and presentations.\nPossess excellent verbal, written, and presentation skills.","description_format":"text","description_chars":3172,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Smart Mobility"],"lifecycle":[{"event":"open","at":"2026-09-11T18:44:28Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.341,"p_room":0.28,"age_days":78,"expected_fill_days":31,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-04T05:45:00Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/honkforhelp-dispatch-escalations-supervisor","json_url":"https://alion.io/job/honkforhelp-dispatch-escalations-supervisor.json","meta":{"generated_at":"2026-10-05T01:29:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1964,"day_limit":5000,"remaining_today":3036,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}