Dispatch & Escalations Supervisor

HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers. 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. This 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. 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 vol