Skip to content

Team Lead – Carrier and Brokers Support
Company | CloudTrucks |
---|
Location | San Francisco, CA, USA |
---|
Salary | $70000 – $85000 |
---|
Type | Full-Time |
---|
Degrees | |
---|
Experience Level | Junior, 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.