As a Team Lead, Carrier Operations, you’ll play a key role in supporting the day-to-day performance of our operations and customer support team. You’ll directly manage a group of BPO contractors, ensuring they’re meeting expectations, delivering high-quality work, and providing exceptional service to our drivers and brokers.
You’ll be responsible for reviewing performance, providing coaching and feedback, escalating complex issues, engaging directly with customers and working with cross-functional partners to improve team effectiveness.
You’ll report to an Operations Manager and work closely with other team leads and internal stakeholders across the business.
What You’ll DoLead and manage a team of BPO contractors handling driver and broker support tasks across live operations, including load booking, tracking, communication, and issue resolution.
Serve as the subject matter expert for your team’s domain
Monitor day-to-day performance, ensuring team members are meeting service level expectations and adhering to operational workflows.
Provide regular coaching, feedback, and support to help agents improve the quality, accuracy, and efficiency of their work.
Review tickets, calls, and chats to assess quality and identify opportunities for improvement.
Serve as the first line of escalation for operational or customer issues, working with internal teams to drive timely resolution.
Help identify and implement improvements to workflows, documentation, and training to strengthen team performance.
2–4 years of experience in operations, customer support, logistics, or a related field.
Experience directly managing or mentoring team members, ideally in a BPO or frontline support setting.
Strong communication skills, with the ability to provide clear, actionable feedback and escalate issues as needed.
High attention to detail, strong organizational skills, and a bias toward action and ownership.
Comfortable using tools and metrics to track performance and identify areas for improvement.
Experience in trucking, freight, or logistics is a plus, but not required.
CloudTrucks is a virtual trucking carrier in the multi-billion dollar trucking space. Core to this industry are over 3.5M truck drivers. They move more than 70% of all goods transported around the U.S., yet operate in a highly fragmented industry with huge opportunities for products, services and automation. We strive to deliver solutions that help truck drivers operate with much greater efficiency, increase their revenue, and offload business complexity. We are looking for uniquely exceptional people to join us on our journey as we massively scale into an industry-defining business.
We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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