Senior Secondary Logistics Agent

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:

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.