Dispatch & Escalations Supervisor

📋 Description

• Actively manage live roadside assistance and transportation services for high-priority requests.
• Serve as primary escalation point for complex or sensitive cases (customers, providers, adjusters).
• Take escalated calls, chats, and tasks to maintain flow and timelines.
• Provide real-time coaching and guidance to specialists during service management.
• Monitor team performance metrics (scorecards, quality, attendance) and productivity.
• Escalate issues to senior leadership or HR in real time for performance or morale concerns.

🎯 Requirements

• 2+ years 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.
• Passion for coaching, developing, and motivating high-performing teams.
• Strong customer service mindset balancing needs of customers, clients, and providers.
• Calm, organized, and decisive under pressure.

🎁 Benefits

• Remote-first company with flexibility to work from anywhere in the US.
• Inclusive, equal-opportunity employer with merit-based decisions.
• Collaborative culture with focus on work-life balance.