Senior Logistics Agent

HONK Technologies

. Provide real-time support to frontline support team members handling escalations .

Posted 11/2/2026full-timeRemote • United StatesSenior💰 $18 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing escalations and providing real-time support in a logistics or customer service environment, with a strong focus on negotiation, documentation accuracy, and team leadership. Proficient in utilizing Zendesk and Google Workspace to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Logistics CoordinationEscalation ManagementNegotiation SkillsZendesk ProficiencyCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Logistics CoordinationEscalation ManagementNegotiation SkillsJob Documentation AccuracySecondary Processes Knowledge

Soft Skills

Calm Under PressureEmpathyClear CommunicationAdaptability

Tools & Technologies

ZendeskGoogle WorkspaceSlackFive9Verint

Industry Keywords

TowingDispatchContact CenterVehicle ReleaseCustomer Service

About the role

Key responsibilities & impact

Provide real-time support to frontline support team members handling escalations
Take escalated calls, chats, and tasks, owning each escalation through completion
Serve 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 before committing
Manage active-job emails in the Zendesk ticketing system
Maintain accurate release events and vehicle movement records for real-time client visibility
Prioritize actionable jobs to manage backlog, repeat touches, vehicle downtime, and storage costs
Partner with team members to support team goals
Lead 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
Lead, coach, and develop an experienced Escalations Team while actively handling escalated calls and operational challenges

Requirements

What you’ll need

Experience as a Logistics Coordinator or Agent, or in a similar vehicle release, towing, dispatch, or contact center role
Solid command of Secondary processes, including release events, lot calls, release task boards, and rate approvals
Experience resolving complex or stuck jobs with little supervision
Experience covering escalations in a customer service environment
Confidence negotiating rates within limits with tow providers, impound lots, or similar service providers
Proven accuracy in job documentation
Calm and decisive under pressure, with sound judgment on when to escalate
Ability to handle high call/chat volume while balancing live support requests against backlog work
Working knowledge of Zendesk, Slack, Five9, and Verint
Proficiency in Google Workspace, including Sheets, Docs, and Gmail
Clear and calm written, chat, and phone communication
Customer-first approach with empathy for customers, clients, coworkers, and partners
Ability to adapt quickly to frequent change and unexpected events

Benefits

Comp & perks

Remote-first work arrangement
Flexible work environment
Equal-opportunity and inclusive workplace
Potential differentials, bonuses, medical, financial, or other benefits (role-dependent)