HONK is transforming the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. With the highest customer satisfaction scores in the industry and a continued commitment to digital innovation and excellence, HONK remains a trusted partner for some of the nation’s largest insurers, fleets, automotive original equipment manufacturers (OEMs), and retailers.
HONK is looking for a Partner Success Specialist to support our Network Growth team. This role sits at the center of HONK’s service network and will be responsible for building, managing, and improving relationships with the service providers who deliver for our customers every day.
It’s part relationship management, part operations, and part problem-solving. You’ll spend your time onboarding new partners, supporting existing ones, monitoring performance, and stepping in when things aren’t going as planned.
If you’re someone who can handle a high volume of conversations, stay organized under pressure, and drive outcomes through relationships, this role will feel like a good fit.
Responsibilities
Champion HONK's platform-quality story to current and prospective partners, emphasizing how our technology drives efficiency, quality, and superior customer outcomes.
Create high-quality, compliant, and robust service networks in targeted geographic zones
Own and protect our joint responsibility of compliance and service standards for our service providers, insurance partners, and roadside consumers.
Drive network quality by rigorously monitoring and managing provider performance against key metrics, including dispatch performance, customer experience time trends, and provider-level NPS.
Handle a high volume of partner communication across email, phone, and chat
Proactively manage provider churn by diagnosing root causes and leading informed, data-driven corrective conversations to maintain high retention of top-tier partners.
Build strong relationships with partners while maintaining clear performance expectations
Warmly hand-hold new partners through their onboarding as needed, while encouraging the use of our online, automated onboarding funnel where possible.
Negotiate competitive rate schedules that not only win the business but create a win-win for Honk and our providers.
Advocate internally for changes that improve outcomes for partners and customers
Travel occasionally to industry events and meet partners in person
Preferred Experience
Experience in a high-volume, partner-facing operations, or account management role
Strong communication skills with the ability to be clear, direct, and professional across channels
Comfortable working with data to monitor performance and guide decisions
Proven ability to manage competing priorities in a fast-paced environment
Confidence in handling difficult conversations and driving toward resolution
Strong judgment and a high sense of ownership
Additional Requirements
Must provide a secluded, uninterrupted workspace where information will remain confidential and work can be done without environmental distractions (children, appliances, pets, etc)
Must have access to an Internet connection with a minimum speed of 5 Mbps download/2.5 Mbps upload