LTL Operations Manager / Customer Support (Agent Enablement) Department: 3PL / LTL Operations Reports To: President Work Model: Remote-first; hybrid possible if near an office Location: Flexible U.S. (company has ~20–30 offices; office placement possible if candidate is near one) Target Start: Within 30–60 days (goal: March 2026) Role Summary The LTL Operations Manager will function as an ops + customer service lead and help desk for the LTL platform—supporting agents and internal teams with shipment processing, issue resolution, tracking/tracing, documentation, and basic training. This is not a sales role. Think: modern equivalent of a dispatcher umbrella role (without driver dispatch), focused on execution support in an automated LTL environment. Key Responsibilities • Serve as first-line support for agents and customers using the LTL web platform • Process shipments on behalf of agents when needed; generate/send BOLs and labels • Track & trace, exception management, and customer service communication • Coordinate with internal/external support teams to resolve shipment issues quickly • Provide light agent training (especially for less tech-savvy agents) on how to enter/process LTL shipments • Maintain professionalism and urgency—treat every agent interaction as high value • Support ramp-up planning as volume increases; identify process improvements and common failure points Required Qualifications • Experience in freight brokerage, LTL operations, dispatch, customer service, or carrier/shipper operations • High comfort with technology/web-based workflows (the system is automated and platform-driven) • Strong sense of urgency, prioritization, and problem-solving (think fast on your feet) • Professional communication skills; calm under pressure; service mindset • Able to support and educate a wide range of users (from tech-savvy to needs step-by-step help) Preferred Qualifications • Prior experience supporting an agent network (or internal/external customer of the customer model) • Familiarity with LTL documentation and processes (BOLs, labels, claims/escalations basics) • Exposure to TMS/shipping platform environments and workflow troubleshooting Compensation • Base salary target: $60,000–$75,000 (dependent on experience) Location / Work Arrangement • Remote position • Hybrid optional if candidate is near McDonough, GA