HONK Technologies

Customer Support

• Interact directly with customers via phone
• Understand the company's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed
• Utilize the company's proprietary technology to connect members with our nationwide partner network
• Answer calls to assist customers with order fulfillment and service execution
• Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames
• Thinking outside of the box to solve all customer issues that may arise through unprecedented customer service

Customer Care Specialist – Inbound Phone Support

Supervisor

• 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.
• Take escalated calls, chats, and tasks as needed to maintain service flow and resolution timelines.
• Provide real-time coaching, feedback, and guidance to specialists during active service management.
• Monitor individual and team performance metrics, including scorecards, quality scores, attendance, and productivity.
• Identify service risks, delays, or failures and intervene proactively to ensure successful completion.
• Maintain situational awareness of queue volumes, staffing needs, and service priorities to support operational coverage.
• Document and communicate trends, recurring issues, and process gaps, partnering with leadership on improvements.
• Escalate issues appropriately to senior leadership or HR in real time, including performance concerns, morale issues, or policy-related matters.
• Model HONK’s customer-first mindset and operational standards through direct service involvement.

Dispatch & Escalations Supervisor

Account Executive

• Create and execute account strategies that open doors, build executive sponsorship, and convert targeted prospects into long-term HONK customers.
• Generate a predictable pipeline through strategic prospecting, executive networking, industry engagement, and partner relationships.
• Establish trusted relationships with executive decision-makers across insurance, automotive, fleet, mobility, and technology organizations.
• Lead complex enterprise sales cycles involving executive leadership, operations, technology, procurement, legal, and finance stakeholders.
• Understand customer business challenges and position HONK’s platform to deliver measurable business outcomes.
• Develop commercial proposals, executive presentations, business cases, and contract strategies.
• Lead contract negotiations through execution while partnering with internal stakeholders to ensure successful customer commercialization.
• Collaborate closely with Product, Operations, and Strategic Account Management throughout the sales process.
• Maintain accurate pipeline management, forecasting, and CRM reporting.
• Represent HONK professionally at customer meetings, conferences, and industry events.

Account Director, Enterprise Sales

Sales Engineer

• Partner closely with Account Directors throughout the sales cycle to understand customer objectives, operational challenges, and success criteria.
• Lead discovery sessions, product demonstrations, and technical evaluations to help prospective customers assess HONK’s platform and services.
• Collaborate with customers to define business requirements, document workflows, and design solutions that align with their operational needs and strategic goals.
• Serve as the technical lead during the evaluation process, guiding security reviews, integration discussions, workflow validation, and other due diligence activities.
• Assess the feasibility of customer requests and proposed solutions, working closely with Product, Engineering, and Operations teams to ensure alignment with current capabilities and future roadmap priorities.
• Support RFP responses, security questionnaires, technical documentation requests, and other pre-sales activities required to advance opportunities.
• Act as the primary liaison between Sales and internal stakeholders, ensuring cross-functional alignment on new business and expansion opportunities.
• Provide customer feedback, market insights, and emerging requirements to Product and Engineering teams to help inform future product development.
• Maintain accurate documentation of customer requirements, proposed solutions, technical dependencies, and implementation considerations throughout the sales process.
• Ensure a seamless transition from pre-sales to onboarding by documenting technical requirements, customer expectations, and implementation plans for Account Directors, Account Managers, and Operations teams.

• The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale.
• This role is accountable for frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency.
• You will partner closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to improve processes, solve complex service challenges, and ensure customers receive timely, empathetic support when they need it most.
• Lead from the front and support the team during periods of high demand.
• Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity.
• Provide leadership and guidance for complex customer and service provider escalations.
• Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes.
• Analyze operational data and trends to identify opportunities for improvement and drive corrective action.
• Develop and implement process improvements that enhance efficiency, scalability, and service quality.
• Conduct regular performance reviews, coaching, and development discussions with direct reports.
• Communicate operational performance, risks, and recommendations to senior leadership.
• Lead operational response during service disruptions, severe weather events, and other high-impact incidents.
• Foster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever needed.

Customer Service Operations Manager

Financial Planning and Analysis

• Build and own the company’s financial forecast and annual operating plan. Set the cadence, drive the inputs out of every function, and hold the business to the number.
• Run actual-vs-budget-vs-forecast variance analysis every month. Name the driver, quantify it, and explain it simply and succinctly.
• Own the integrated three-statement model, synergy model, and a rolling 13-week cash forecast.
• Turn unit economics into decisions: contribution profit by customer, market, and job type. This is the analytical engine. Use it to tell the business where to push and where to cut.
• Build board, lender, and exec reporting from raw data to final deck: KPI packages, covenant compliance, monthly financials. It ships clean and on time.
• Pressure-test new investments. Build the 80/20 ROI case; greenlight or kill on the numbers.
• Partner directly with ops, sales, and the exec team as the finance co-pilot. Not a back-office scorekeeper.
• Automate the reporting grind (Looker / Excel / Python) so your time goes to insight, not data wrangling.

Customer Care Specialist – Inbound Phone Support

Dispatch & Escalations Supervisor

Account Director, Enterprise Sales

Sales Engineer

Customer Service Operations Manager

FP&A Manager