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Team Lead – Carrier and Brokers Support

Team Lead – Carrier and Brokers Support

CompanyCloudTrucks
LocationSan Francisco, CA, USA
Salary$70000 – $85000
TypeFull-Time
Degrees
Experience LevelJunior, Mid Level

Requirements

  • 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.

Responsibilities

  • Lead 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.

Preferred Qualifications

  • Experience in trucking, freight, or logistics is a plus, but not required.