FLSA Status: Exempt

Reports to: Operations Manager

Location: Dallas, TX (This is an onsite position)

Status: Full-time

About the Company:

Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud, and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.

Role Description

Freight brokers put an incredible amount of trust into Highway, and that trust will be extended to you. The Assistant Manager supports daily ELD Operations by managing escalations, helping coordinate case coverage, and providing timely, accurate support to brokers, carriers, and teammates. The role also strengthens team performance through coaching, quality reviews, process updates, trend analysis, and collaboration with internal teams to resolve issues and improve service.

Your Role

• Manage escalated cases, phone inquiries, and questions from the Operations team through Intercom, Slack, and other established support channels. Assess each issue, determine the appropriate next steps, and ensure it is routed or resolved promptly.
• 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.

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.

Preferred Qualifications

• Experience in freight, transportation, logistics, or carrier operations.
• Familiarity with electronic logging devices (ELDs), ELD integrations, vehicle data, or related compliance workflows.
• Experience supporting training, onboarding, quality reviews, or process documentation.
• Experience preparing operational reports or using spreadsheets and dashboards to monitor performance.