About this role
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:
- Give real-time support to team members in handling escalations from the frontline support team
- Take escalated calls, chats and tasks, and own each escalation until the job is complete
- Act as an escalation point for customers, program managers, tow providers, lots and adjusters on Secondary jobs
- Negotiate tow and release rates within approved limits, and escalate exceptions appropriately before committing
- Manage active-job emails in Zendesk ticketing system
- Keep release events and vehicle movement records accurate, so clients have real-time visibility into every job
- Prioritize actionable jobs appropriately to manage backlog, repeat touches, vehicle downtime and storage costs for clients
- Manage work appropriately and partner with team members to support team goals
- Take the lead on high-priority requests, and support pilot programs and special projects
- Flag recurring issues and trends to leadership for coaching, training and SOP updates
- Model accurate documentation and customer-first standards for frontline agents
Qualifications:
- Experience as a Logistics Coordinator or Agent, or in a similar vehicle release, towing, dispatch or contact center role
- Solid command of Secondary processes: release events, lot calls, release task boards, rate approvals, etc
- Experience resolving complex or stuck jobs with little supervision
- Experience covering escalations in customer service environment
- Confident negotiating rates (within limits) with tow providers and impound lots, or similar service providers
- Proven accuracy in job documentation
- Calm and decisive under pressure, with sound judgment on when to escalate
- Able to handle high call/chat volume while balancing live support requests against backlog work
TO BE SUCCESSFUL YOU MUST:
- Own every escalation through to completion
- Have working knowledge of systems, such as Zendesk, Slack, Five9 and Verint
- Be proficient in Google Workspace (Sheets, Docs, Gmail)
- Communicate clearly and calmly in writing, in chat and on calls
- Put the customer first, with empathy for customers, clients, coworkers and partners
- Adapt quickly to frequent change and unexpected events
At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
HONK is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.
HONK is a total compensation company: depending on the role, total compensation may include differentials, bonuses and medical, financial or other benefits. We're a remote-first community that values inclusion, flexibility, and turning stressful moments for drivers into smooth experiences.