Customer Service Director

1 week ago


Dallas, Texas, United States Highway Full time

About Highway:

We are a leading freight tech provider in North America, serving the largest freight brokers in the industry. Our mission is to protect our customers' networks, prevent fraud, and increase transparency. We prioritize serving and protecting our customers, and we're proud of our customer referrals and testimonials.

**Job Summary**

We're seeking an experienced Operations Manager to join our team at Highway. As a key member of our Operations team, you will be responsible for managing our 24x7 Operation Team across multiple locations, including Guatemala, Colombia, the Philippines, Panama, and the US.

**Key Responsibilities:**

  • Manage a team of 100+ agents across multiple locations, ensuring high levels of customer service and responsiveness.
  • Oversee the Tier 1 Operations Team, responding to customer inquiries and escalating issues to Application Operations Assistant Managers.
  • Upskill, train, and develop teams to scale as the business grows, ensuring coverage and maintaining responsiveness.
  • Monitor customer support queues and identify reasons for case volume.
  • Manage the Certificate of Insurance (COI) processing team to review quality and maintain efficiency.

**Requirements:**

  • Proven experience managing customer service teams on a global level.
  • Expertise in problem-solving, solution development, and responding in a deadline-driven environment.
  • Ability to multitask and handle multiple inbounds at once.
  • Carrier operations experience is highly preferred.
  • Experience reviewing performance reporting, managing teams for optimum performance, and identifying when teams need additional support.
  • Comfortable working multiple time zones, across a 24/7 support operations team.
  • Customer-centric with a high level of collaboration across teams and with leadership.
  • Experience managing large teams of 100+ agents.
  • Intercom experience is highly preferred.
  • SaaS experience is a plus.
  • Transportation and logistics experience is a plus.
  • Experience in staffing and managing workforce schedules to manage volumes.
  • Experience in working with 3rd party employment agencies to manage the workforce.


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