ELD Operations Lead | Carrier & Broker Support

Highway App, Inc.; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Highway in Dallas seeks an Application Operations Assistant Manager - ELD to oversee daily ELD operations, manage escalations, and coordinate case coverage. You will coach the team, review quality, update processes, and collaborate with internal teams to improve service.

The role emphasizes delivering precise support to brokers and carriers, monitoring queues, reporting performance, and maintaining SOPs in a fast-paced freight tech environment.

Qualifications

• Experience in customer support, operations, or case management.
• Ability to explain complex issues clearly to customers and teams.
• Capable of managing multiple priorities and urgent escalations.
• Familiarity with Intercom, Zendesk, Salesforce, or similar tools.
• Strong attention to detail and process adherence.

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.
• Monitor 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 escalated issues and coordinate resolution.

Skills

Customer support

Operations

Case management

Communication

Prioritization

Quality assurance

Tools

Intercom

Zendesk

Salesforce

Slack

Job description

Highway in Dallas seeks an Application Operations Assistant Manager - ELD to oversee daily ELD operations, manage escalations, and coordinate case coverage. You will coach the team, review quality, update processes, and collaborate with internal teams to improve service.

The role emphasizes delivering precise support to brokers and carriers, monitoring queues, reporting performance, and maintaining SOPs in a fast-paced freight tech environment.