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Network Operations Supervisor



People & HR, Operations
Posted on Tuesday, August 22, 2023
HONK is a fast growing technology company disrupting the roadside assistance space. We are a group of out of the box thinkers and doers, driven by an immense passion to challenge the old ways by working together to bring innovative changes that impact the lives of others. We work in a creative environment where everyday is rewarding knowing we’re assisting people in their true moment of need, stuck on the side of roads, helping them get back to conquering their day.
The Alpha Team is an elite unit within HONK’s Call Center group that is responsible for much of HONK’s day-to-day financial success. At the heart, this team is the enforcement arm of HONK’s service provider policies, ensuring that providers are following the processes and procedures for service changes, additional charges, and storage, and ensuring that HONK, its clients, and customers are being treated fairly by the service provider network.
The Network Operations Supervisor will support our frontline teams with supervisory-level support. The Alpha Team takes inbound calls from service providers, handles support tickets in Zendesk, and assists with manual dispatches. Your primary focus will be handling and defusing escalated service providers, negotiating fair and accurate prices for additional charges and hostage vehicles, and overseeing the dispatch of complex services that fall outside of our standard system parameters.
The schedule for this position is 1 PM - 9:30 PM Mountain Time and candidates must be located in one of the following states: TX, UT, AL, GA, AZ, WI, NH, or NV.

You Will:

  • Take inbound calls from escalated service providers and direct them on the proper methods for requesting additional charges.
  • Contact customers and/or clients to confirm changes/corrections to job details (i.e. updating an incorrect destination)
  • Effectively negotiate the release of vehicles being stored by non-compliant service providers in accordance with HONK’s Partner Policies Agreement.
  • Assist frontline Dispatch (Delta) teams in locating and securing service providers to complete complex service requests (i.e. long distance tows, heavy-duty vehicles, complex recoveries)
  • Be responsible for your own performance. The Alpha Team is largely measured on financial performance; i.e. negotiated savings on storage and other fees, additional charge approvals, and dispatch COGS.
  • Adapt to changes in the work environment; be able to deal with frequent change or unexpected events; easily coachable to adjust to department policies, procedures, and customer service processes.
  • Identify and resolve problems in a timely manner; develop alternative solutions; work well in group problem-solving situations; uses reason even when dealing with emotional team members, customers, and service providers.
  • From time to time, The Alpha Team takes part in the testing and implementation of experimental procedures, tasks, and other functions.

You Are:

  • Not afraid of difficult conversations. You will, at times, need to be frank as well as stern with service providers who are not following procedure.
  • Cool, calm, and collected. At times, negotiating with providers can be difficult and stressful, you will need to remain composed to affect a resolution.
  • Driven by creative intuition and able to do whatever it takes to get the job done. You follow through, and you’re not afraid to make yourself heard.
  • A problem solver, and a doer. There are no “one-size-fits-all” solutions on this team.
  • A self-starter who is organized, efficient, and effective. Documentation of facts, conversations, and records is an important function of the role.
  • Flexible and adaptable. Aspects of this role can change frequently based on company priorities.

To be successful you must:

  • Display a passion for problem-solving.
  • Continuously develop your leadership skills by supporting others with empathetic and knowledgeable actions.
  • Understand the financial implications of decisions both large and small.
  • Develop an expert understanding and competency in HONK’s systems including Five9, Verint, Smart Admin, Admin, Rescue, Zendesk, and other important systems.
  • Possess and demonstrate excellent verbal and written communication skills.
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.