Operations Escalation Lead

Location

Dallas, TX, San Francisco, CA

Full time

Hybrid

General

$98K – $138K
• Offers Equity

Actual compensation packages depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At Cloud Trucks certain roles are eligible for benefits and additional rewards. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Cloud Trucks is the virtual trucking carrier and leading technology and service provider for trucking entrepreneurs. Our mission is simple: to empower truck drivers—one of our nation's most essential work forces—with the tools they need to earn more, stress less, and grow their trucking businesses. We provide a complete business management platform for owner-operators and small trucking carriers, and our world‑class software engineering, data science, and operations processes keep costs low for owner‑operators.

As Operations Escalation Lead, you'll be the critical link between our owner‑operators, broker partners, and internal teams when shipments face challenges. You'll leverage our platform and your logistics expertise to resolve complex issues quickly, maintain service quality, and ensure our drivers and broker partners stay confident in Cloud Trucks' reliability. When drivers win, we win—and you'll play a key role in making that happen.

• Resolve high-priority escalations including delivery delays, load issues, driver breakdowns, and broker concerns
• Serve as the primary point of contact for critical incidents affecting owner-operators and brokers
• Coordinate across drivers, brokers, and internal teams (dispatch, customer success, engineering) to troubleshoot and resolve issues in real-time
• Investigate root causes of service failures and document solutions to prevent recurrence
• Monitor at-risk loads proactively and intervene before issues escalated
• Communicate clearly and empathetically with all stakeholders during high-pressure situations
• Partner with our product and engineering teams to surface platform improvements based on recurring operational challenges
• Track escalation metrics and identify trends to drive continuous improvement

• 2-4 years in trucking, freight brokerage, or logistics operations with direct carrier and broker interaction
• Proven experience managing urgent escalations and resolving complex operational problems
• Strong decision-making skills with comfort navigating ambiguous situations and making judgment calls with incomplete information
• Strong understanding of FTL operations, driver challenges, and broker requirements
• Exceptional communication skills and ability to remain composed under pressure
• Strong project management skills with ability to juggle multiple escalations simultaneously and prioritize effectively
• Tech-savvy with experience using TMS, dispatch software, or logistics platforms
• Flexible availability to support operations across time zones and occasional off-hours escalations
• Self-motivated problem-solver who thrives in fast-paced, ambiguous environments

• Experience working with owner-operators or small fleet operations
• Familiarity with digital freight platforms or freight tech startups
• Knowledge of trucking compliance, FMCSA regulations, and ELD systems
• Background in customer success or account management within logistics
• Experience working with a team of BPO agents to coordinate resolution of issues

Cloud Trucks 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.

Compensation Range: $98K - $138K