CloudTrucks 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 workforces—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 CloudTrucks' 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 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
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
CloudTrucks 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.
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