Operations Support Manager

Highway is the fastest-growing freight tech provider in North America. We are two years old and serve over 400 freight brokers, meeting their biggest challenge in the category that Highway created, Carrier Identity. We seek to shine a spotlight on who is really hauling freight in the United States and bring visibility and security to a broker’s network. We have the fastest time to value and our best marketing is our customer testimonials. Role Description Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. The Operations team is responsible for ensuring the customer’s needs are met in a timely and efficient manager. We manage a high volume of inquiries and incoming phone calls to assist motor truck carriers through the onboarding process with their brokerage. We are looking for an individual who thrives in a fast-paced work environment and who likes a challenge. Every case is different, and we are looking for someone who likes to solve problems! This individual will take customer calls and manage inbound support cases. This is an in-office role. Your role Lead, coach, and develop the operations support team handling inbound and outbound inquiries from freight carriers. Monitor queue performance to ensure SLAs are consistently achieved. Establish clear performance expectations and provide regular feedback to Operations Support Representatives. Represent Highway well when communicating externally. Define SOPs related to communication expectations with carriers and create escalation paths. Track and analyze performance metrics such as response and resolution times, quality scores, user satisfaction, and productivity. Identify operational trends and recurring issues and develop solutions to enhance service quality. Qualifications Thrives in a fast paced and urgent environment. Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere. Previous customer support experience is preferred. #J-18808-Ljbffr