CloudTrucks

Operations

• 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 escalate
• 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

Operations Escalation Lead