Dispatch & Escalations Supervisor
About the job
- At least 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.
- A strong customer service mindset and the ability to balance the needs of customers, clients, and service providers.
- The ability to remain calm, organized, and decisive under pressure.
- Excellent judgment, follow-through, and problem-solving skills.
- Comfort providing direct feedback and making difficult operational decisions.
- A passion for developing people.
- The ability to learn and apply HONK’s leadership and coaching principles, serve the team first, and follow up with empathetic and kind actions.
- An expert understanding and competency in HONK’s systems, including Five9, Verint, and other internal systems.
- Proficiency with Google Suite programs, including email, calendars, documents, spreadsheets, and presentations.
- Excellent verbal, written, and presentation skills.
- 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 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.
About the company
HONK provides a platform for on-demand mobility and roadside assistance by connecting drivers with a network of independent service providers. It handles towing, fuel delivery, jump starts, tire changes, and lockout help, offering real-time service tracking, transparent pricing, and electronic payments. The model is commission-based, enabling breadth of coverage through a network rather than a company-owned fleet, and it includes an API that lets clients like insurers, fleet operators, and automotive manufacturers integrate HONK’s services into their own systems for policy customization, fraud prevention, and claims management. The goal is to make roadside assistance and mobility services easy to access and manage at scale across multiple industries by providing a flexible, API-driven platform that supports broad geographic coverage and streamlined operations.
Company Size
51-200
Company Stage
Series B
Total Funding
$31.8M
Headquarters
Los Angeles, California
Founded
2014
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Simplify's Take
What believers are saying
- April 2026 CurbsideSOS add-on broadened HONK into accident management and non-tow services.
- July 2026 Glenn Shapiro joined the board, strengthening insurance distribution and claims credibility.
- Frontenac-backed leadership targets dispatch optimization and transparency, which enterprise buyers pay for now.
What critics are saying
- AAA and other incumbents control huge member networks, limiting HONK's consumer penetration by 2027.
- Service quality depends on independent providers; bad roadside jobs damage retention and margins immediately.
- Frontenac exit pressure and integration risk after April 2026 acquisition threaten a 2027 refinancing cycle.
What makes HONK unique
- April 2026 Frontenac buyout paired HONK with CurbsideSOS and Grubhub operators.
- HONK sells AI dispatch for insurers, OEMs, fleets, and mobility providers nationwide.
- July 2026 CTO Ray Schauer deepens logistics, AI/ML, and enterprise software execution.
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Benefits
- Remote Work Options
- Flexible Work Hours