Team Lead, Agency Operations

Blockskye provides next-generation inventory booking, payment, and dynamic expense solutions for the travel and entertainment industries using blockchain. We connect suppliers and corporate buyers through blockchain technology, achieving greater transparency, trust, and efficiency in transaction, inventory, and booking management.

The Team Lead, Agency Operations is a key contributor in the travel operations leadership structure, acting as a senior technical expert, internal escalation resource, and mentor to the Travel Counselor team. This role supports consistency, quality, and operational efficiency across the business.You will work closely with Travel Counselors, operations, training, product and vendor teams to resolve complex issues, improve workflows, and champion customer service excellence at scale.

This role is ideal for experienced travel professionals able to combine GDS and technical expertise with coaching instincts and a proactive mindset to drive overall operational efficiency.

Advanced Service Delivery & Escalation Ownership:

• 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

Peer Coaching & Performance Enablement:

• 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.

Operational Oversight & Workflow Optimization:

• 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.

Cross-Team Partnership & Execution Support:

• 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.

Requirements:

• 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.

Why Join Us?

At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward-thinking company that values collaboration, integrity, operational excellence, and strategic leadership.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.