Job Description

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

At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
HONK is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at HONK are based on merit, qualifications, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by law.