Dispatch and Support Manager – Evening Shift

Onward

Dispatch and Support Manager leading a team for Onward, enhancing ride operations and customer support services. Overseeing dispatch and support functions while managing a dedicated team in a fast-paced environment.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong leadership in managing frontline teams and driving operational efficiency through effective communication and analytical skills. Proficient in utilizing support systems like Zendesk and adapting to new software tools to enhance team performance and customer satisfaction.

Highest-signal resume keywords

Team ManagementAnalytical SkillsZendesk ExperienceWorkforce SchedulingEscalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportDispatchLogisticsOperationsPerformance AnalysisTraining DevelopmentStaffing PlanningMetrics InterpretationProcess AdherenceOperational Trends

Soft Skills

CommunicationCoachingOrganizational SkillsAdaptabilityReliability

Tools & Technologies

ZendeskAI Reference DocumentationHelp ArticlesTicketing SystemsOperational Tools

Industry Keywords

Healthcare TransportationMobilityStartup EnvironmentSLA PerformanceCross-Functional Review

About the role

Key responsibilities & impact

Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence.
Manage team of 7-10 direct reports as well as offshore team members.
Serve as on-shift point of contact for member and team questions, providing timely support and resolution.
Lead daily huddles to share operational updates, product launches, and key service changes.
Learn and support new software and tools and drive team adoption.
Analyze daily metrics and provide context on performance trends and fluctuations.
Manage and resolve high-priority escalations to ensure timely and effective resolution.
Build and maintain training materials for Concierge teams and drivers for new products and workflows.
Create and update Zendesk macros, help articles, and AI reference documentation.
Collect and prioritize bugs and enhancement requests for weekly cross-functional review.
Own weekly staffing, scheduling, and coverage planning with contingency support.
Conduct 1:1s to coach, manage performance, and support employee development.

Requirements

What you’ll need

3+ years of experience in customer support, dispatch, logistics, or operations.
2+ years of experience managing or supervising frontline teams.
Strong analytical skills with the ability to interpret metrics and operational trends.
Experience with support and ticketing systems such as Zendesk.
Experience with workforce scheduling and staffing planning.
Proven ability to manage escalations and make sound decisions under pressure.
Excellent communication, coaching, and organizational skills.
Comfortable learning and implementing new software and operational tools.
Experience in healthcare transportation, mobility, or startup environments preferred.
Leading training and onboarding
Adaptable and reliable in a startup environment with evolving priorities.
Available to work PST hours.

Benefits

Comp & perks

Impact-Driven Work: Help revolutionize transportation for those who need it most.
High-Growth Environment: Be part of a fast-paced, rapidly scaling company.
Leadership Opportunity: Shape and lead a critical function in the organization.
Customer-Centric Culture: Work closely with mission-driven partners making real-world impact.