职位描述

Role Overview

This opportunity allows you to lead a team focused on resolving challenging, high-impact customer and operational issues. You will manage escalated situations involving transportation and roadside assistance, ensuring seamless operations and excellent customer satisfaction within a dynamic remote work environment.

Key Responsibilities

Supervise and support specialists handling critical customer, provider, and service escalations.
Serve as the main escalation contact for complex roadside and transportation concerns.
Directly manage escalated calls, chats, and operational activities to uphold service quality and response times.
Offer immediate coaching and feedback to team members during active service scenarios.
Track team metrics such as productivity, quality, attendance, and operational targets.
Identify potential service risks or delays and actively implement corrective measures.
Monitor queue volumes, staffing, and shifting service priorities.
Collaborate with operations leadership to uncover recurring problems, refine processes, and enhance services.
Document trends, insights, and operational shortfalls to promote ongoing improvements.
Escalate concerns related to employee performance, policies, or operational risks appropriately.
Champion a customer-centric culture through excellent communication, accountability, and service standards.
Foster team growth by providing coaching, motivation, and continuous performance management.

Candidate Requirements

Minimum two years managing or leading teams in customer support, dispatch, logistics, contact center, or operational settings.
Proven experience handling escalated customer or service issues in fast-moving environments.
Strong skills in coaching, mentoring, conflict resolution, and team development.
Effective decision-making under pressure, balancing the needs of customers, clients, and providers.
Excellent problem-solving capabilities paired with strong ownership, follow-up, and attention to detail.
Comfortable providing direct feedback and managing difficult operational situations.
Superior verbal, written, and presentation skills.
Passionate about nurturing talent and building high-performing teams.
Knowledge of leadership and coaching principles emphasizing empathy and accountability.
Experience with operational platforms like Five9, Verint, or similar is preferred.
Proficient using Google Workspace applications (email, calendar, documents, spreadsheets, presentations).
Able to thrive in a remote, collaborative, and rapidly evolving work environment.

Benefits and Work Environment

Fully remote position with flexibility to work from any location within the United States.
Competitive pay ranging between $20 and $25 per hour.
Chance to lead and develop a team in a fast-growing operational setting.
A collaborative and inclusive work culture encouraging innovation and employee development.
Directly influence customer experience and operational success.

Additional Information

This role is managed through a partner organization responsible for applicant screening and further hiring procedures. Applications are evaluated using AI-enabled matching to quickly select top candidates, with final decisions made by the hiring company. Data privacy and candidate rights regarding personal information processing are upheld in compliance with relevant regulations. Artificial intelligence tools assist in application review but do not replace human judgment in hiring decisions.

Dispatch & Escalations Supervisor