Accountabilities:
The Dispatch & Escalations Supervisor will oversee daily escalation management, team performance, and operational execution while ensuring complex service situations are resolved efficiently and effectively.
Lead and support a team of specialists managing critical customer, provider, and service escalations.
Act as the primary escalation point for complex roadside assistance and transportation issues.
Handle escalated calls, chats, and operational tasks when needed to maintain service quality and response timelines.
Provide real-time coaching, guidance, and feedback to team members during active service situations.
Monitor team performance metrics, including productivity, quality scores, attendance, and operational goals.
Identify service risks, delays, and operational challenges while proactively implementing solutions.
Maintain awareness of queue volumes, staffing requirements, and changing service priorities.
Partner with operations leadership to identify recurring issues, process improvements, and service optimization opportunities.
Document trends, performance insights, and operational gaps to support continuous improvement initiatives.
Escalate employee performance concerns, policy issues, and operational risks appropriately.
Promote a customer-first culture by modeling strong communication, accountability, and service standards.
Support team development through coaching, motivation, and ongoing performance management.
Requirements:
The ideal candidate has experience leading customer-focused operations teams and thrives in high-volume environments requiring strong judgment, communication, and problem-solving skills.
2+ years of experience supervising or leading teams in customer support, contact center, dispatch, logistics, or operations environments.
Experience managing escalated customer or service issues in a fast-paced setting.
Strong coaching, mentoring, conflict resolution, and team development abilities.
Ability to make sound decisions under pressure while balancing customer, client, and provider needs.
Excellent problem-solving skills with strong ownership, follow-through, and attention to detail.
Comfortable delivering direct feedback and handling challenging operational situations.
Strong verbal, written, and presentation communication skills.
Passion for developing people and creating high-performing teams.
Ability to understand and apply leadership and coaching principles focused on empathy and accountability.
Experience using operational systems such as Five9, Verint, or similar platforms preferred.
Proficiency with Google Workspace tools, including email, calendars, documents, spreadsheets, and presentations.
Ability to work effectively in a remote, collaborative, and fast-changing environment.
Benefits:
Fully remote work environment with flexibility to work from anywhere in the United States.
Competitive hourly compensation ranging from $20 to $25 per hour.
Opportunity to lead and develop a team within a high-growth operations environment.
Collaborative workplace focused on inclusion, innovation, and employee growth.
Opportunity to make a direct impact on customer experiences and operational performance.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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