Dispatch and Support Manager (Evening Shift)

About Onward At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving. If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk. Reports To: Sr. Manager, Dispatch and Support Location: Remote Salary Range: $65,000-$80,000 Evening Shift Manager 12pm to 8pm PST Objective of the Position We're looking for a Dispatch and Support Manager to lead a team of Dispatchers and Support Specialists and ensure seamless ride operations and exceptional customer support. In this role, you will oversee daily queue management, staffing and scheduling, escalations, training, and performance coaching while driving continuous improvement across systems, processes, and service delivery. The ideal candidate is a hands-on people leader who thrives in a fast-paced environment, uses data to inform decisions, and is passionate about creating efficient processes and delivering outstanding customer experiences.

Key Responsibilities

• 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

Required Skills & Qualifications

• 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

Core Competencies

• Quality execution
• Problem-solving and decision-making
• Process improvement
• Data analysis
• Adaptability and resilience
• Customer service
• Onboarding and Employee Enablement

Why Join Onward?

• 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.

If you're excited about driving customer success, making a difference in healthcare and transportation, and being part of a dynamic, mission-oriented team, we'd love to hear from you!