Application Ops Lead – ELD & Escalations (Onsite in Dallas)

Highway; Dallas (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Highway is seeking an Application Operations Assistant Manager - ELD in Dallas, onsite role responsible for managing escalations, coordinating coverage, and delivering timely support to brokers and carriers. You will coach staff, review SOPs, and analyze trends to improve ELD workflows.

The role emphasizes cross-team collaboration with Operations, Product, and Development to resolve issues and elevate service quality in a fast-paced freight tech environment.

Qualifications

• Experience in customer support, operations, case management, or a related role.
• Strong written and verbal communication skills, including the ability to explain technical or operational issues clearly to customers and internal teams.
• Demonstrated ability to manage competing priorities, organize work across a team, and respond to escalations with sound judgment and urgency.
• Customer-focused approach and commitment to providing accurate, professional, and timely support.
• Strong problem-solving skills, with the ability to investigate issues, identify patterns, and coordinate resolution across teams.
• Experience with case management or support platforms such as Intercom, Zendesk, Salesforce, or similar tools; comfort using Slack or comparable collaboration tools.
• Ability to review and follow standard operating procedures, identify opportunities for improvement, and help communicate process changes.
• Strong attention to detail and ability to document cases, track follow-ups, and support quality assurance efforts.
• Ability to adapt in a fast-paced, evolving environment and work collaboratively with Operations, Product, Development, Customer Risk, and other teams.

Responsibilities

• Manage escalated cases, phone inquiries, and questions from the Operations team through Intercom, Slack, and other established support channels.
• Deliver timely, accurate, and customer-focused support to brokers and carriers, communicating clearly and professionally while helping them navigate operational and ELD-related issues.
• Support daily operations by monitoring case queues, help distribute workloads, track performance, develop reports, and coordinate team coverage to maintain consistent service.
• Assist with team training, coaching, and quality assurance reviews. Share actionable feedback to reinforce established procedures and improve the quality and consistency of case handling.
• Review and maintain ELD-related standard operating procedures (SOPs), and help implement process updates across the team.
• Monitor case volume, recurring issue types, and resolution trends to identify opportunities to improve workflows, reduce repeat contacts, and strengthen the customer experience.
• Partner with Operations, Customer Risk, Product, Development, and other internal teams to investigate and escalate issues and coordinate resolution.

Skills

Customer support

Operations

Escalations management

Communication

Problem solving

Multitasking

Documentation

Tools

Intercom

Zendesk

Salesforce

Slack

Job description

Highway is seeking an Application Operations Assistant Manager - ELD in Dallas, onsite role responsible for managing escalations, coordinating coverage, and delivering timely support to brokers and carriers. You will coach staff, review SOPs, and analyze trends to improve ELD workflows.

The role emphasizes cross-team collaboration with Operations, Product, and Development to resolve issues and elevate service quality in a fast-paced freight tech environment.