[Hiring] Senior Secondary Logistics Agent @HONK

Role Description

HONK is modernizing towing, roadside assistance, and logistics management for insurers, fleet and rental companies, automaker OEMs, and collision repair and salvage partners. We're looking for a Sr. Secondary Logistics Agent to be the senior support tier. This is a hands-on role; you'll be the go-to person when a release gets stuck: taking escalations, negotiating with lots and tow providers, and owning each job until it's done.

• 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

Requirements

• 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

Benefits

• $18 - $20 an hour
• HONK is a total compensation company: depending on the role, total compensation may include differentials, bonuses and medical, financial or other benefits.
• We're a remote-first community that values inclusion, flexibility, and turning stressful moments for drivers into smooth experiences.