Escalations Supervisor

Job Summary

Leading a team of specialists, the full-time remote Escalations Supervisor will manage critical service issues, negotiate with service providers, and resolve complex transportation and roadside assistance challenges while ensuring exceptional outcomes for clients and customers.

Key responsibilities:

• Actively manage and support live roadside assistance and transportation services, including high-priority and complex requests
• Serve as the primary escalation point for complex or sensitive cases, including customer, provider, and adjuster issues
• Provide real-time coaching, feedback, and guidance to specialists during active service management

Required qualifications:

• 2+ years of experience 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
• Calm, organized, and decisive under pressure