ELD Operations & Escalations Manager

Aspinity; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Highway is seeking an Assistant Manager to support daily ELD Operations in Dallas. You will manage escalations, coordinate coverage, and provide timely, accurate support to brokers, carriers, and teammates.

This role emphasizes coaching, process updates, and performance reporting in a fast-paced freight tech environment. You will work closely with Operations, Customer Risk, Product, and Development teams to resolve issues, improve service, and strengthen carrier relationships.

Qualifications

• Experience in customer support, operations, case management, or a related role.
• Strong written and verbal communication for customers and internal teams.
• Ability to manage competing priorities and respond to escalations with urgency.
• Customer-focused approach and commitment to accurate, timely support.
• Strong problem-solving skills and coordination across teams.

Responsibilities

• Manage escalated cases, inquiries, and questions from the Operations team via Intercom, Slack, and other channels. Route or resolve promptly.
• Deliver timely, accurate support to brokers and carriers, guiding them through operational and ELD-related issues.
• Monitor case queues, distribute workloads, track performance, develop reports, and coordinate team coverage.
• Assist with training, coaching, and quality assurance; provide actionable feedback to improve processes.
• Review and maintain ELD SOPs; help implement updates across the team.
• Monitor volume and trends to identify workflow improvements and reduce repeats.
• Collaborate with Operations, Product, Development, and other teams to investigate and resolve issues.

Skills

Customer support

Prioritization

Communication

Collaboration

Analytical thinking

Tools

Intercom

Zendesk

Slack

Salesforce

Job description

Highway is seeking an Assistant Manager to support daily ELD Operations in Dallas. You will manage escalations, coordinate coverage, and provide timely, accurate support to brokers, carriers, and teammates.

This role emphasizes coaching, process updates, and performance reporting in a fast-paced freight tech environment. You will work closely with Operations, Customer Risk, Product, and Development teams to resolve issues, improve service, and strengthen carrier relationships.