[Remote] Team Lead, Agency Operations

Note: The job is a remote job and is open to candidates in USA. Blockskye is a company that provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain technology. The Team Lead, Agency Operations will act as a senior technical expert and mentor, supporting operational efficiency and customer service excellence while resolving complex issues and improving workflows.

Responsibilities

• Act as the final point of escalation for counselor issues, providing expert-level troubleshooting for complex bookings, policy conflicts, ticketing errors, and service recovery
• Ensure resolution continuity by owning escalated requests through closure, while documenting learnings for process improvement and knowledge sharing
• Provide VIP-level service delivery support as needed during high volume periods, complex booking scenarios, or coverage gaps
• Deliver structure 1:1 coaching, skills-based support, and performance observations to peers as directed by leadership or driven by issue trends
• Lead or co-facilitate on the job training, nesting, and tool refresh sessions, partnering with training teams to ensure consistency and readiness across the team
• Support real-time service quality by staffing internal Slack channels, offering direct guidance and resolving blockers quickly
• Partner with management to identify skill gaps and recommend training solutions
• Help teams adopt new processes with patience and structured guidance
• Act as workflow SME by maintaining active knowledge of GDDS, booking tools, and operational platforms (Amadeus, Salesforce, KAYAK, etc.) to support service continuity and accuracy
• Monitor fulfillment queues, Slack activity, and open escalations to flag bottlenecks, risks, or anomalies to leadership
• Identify areas of redundancy, confusion, or inefficiency and recommend process improvements or automation opportunities that enhance the team’s overall effectiveness
• Partner with multiple teams (i.e. Customer Care, After-Hours, etc.) to ensure clean transitions and resolution of pending handoffs
• Liaise with training, technology and vendor teams to pilot changes, provide feedback, and test new workflows prior to rollout
• Contribute to project teams or initiatives where counselor perspective is needed, including new client implementations, product launches, or workflow redesign

Skills

• 5+ years of corporate travel experience, with demonstrated expertise in complex international bookings, fare rules and ticketing logic
• Expert level proficiency in GDS systems (Amadeus preferred) and ability to coach others in usage, troubleshooting, and fare optimization
• Prior experience in an escalation support or peer coaching capacity strongly preferred
• Advanced written and verbal communication skills, including real-time decision-making, conflict de-escalation, and service recovery messaging
• Excellent time management and prioritization skills, with the ability to triage and respond to multiple channels simultaneously
• Familiarity with Salesforce, Slack, and operational dashboards preferred, proficiency with Google Workspace or Microsoft Office required
• Strong team player who demonstrates ownership, emotional intelligence, and a proactive, collaborative mindset
• Passion for customer service, operational excellence, and helping others succeed
• Ability to work independently, make confident decisions and take ownership of complex booking scenarios and escalations
• Demonstrated ability to apply critical thinking and excellent business judgment with a general curiosity about how things work
• Self-starter with the ability to work independently, think creatively, and take initiative without requiring close supervision
• Independent and adaptable, able to manage priorities and think outside the box while supporting team and business goals
• Prior experience in an escalation support or peer coaching capacity strongly preferred
• Familiarity with Salesforce, Slack, and operational dashboards preferred

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