ELD Operations Lead — Freight Tech & Support

Highway; Dallas (TX); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Highway is seeking an Application Operations Assistant Manager - ELD to oversee daily ELD Operations, manage escalations, and provide timely support to brokers and carriers. You will coach the team, review SOPs, and collaborate with cross-functional teams to resolve issues and improve service.

The role emphasizes monitoring case volumes, distributing workloads, and delivering accurate operational guidance within a fast-paced freight-tech environment in Dallas, TX.

Formación

• 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.

Responsabilidades

• 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 coordinate resolution.

Conocimientos

Customer support

Operations experience

Case management

Communication skills

Prioritization

Customer-focused

Problem solving

Support platforms (Intercom, Zendesk,

SOP adherence

Documentation & QA

Cross-team collaboration

Herramientas

Intercom

Zendesk

Salesforce

Slack

Descripción del empleo

Highway is seeking an Application Operations Assistant Manager - ELD to oversee daily ELD Operations, manage escalations, and provide timely support to brokers and carriers. You will coach the team, review SOPs, and collaborate with cross-functional teams to resolve issues and improve service.

The role emphasizes monitoring case volumes, distributing workloads, and delivering accurate operational guidance within a fast-paced freight-tech environment in Dallas, TX.