[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.ResponsibilitiesAct as the final point of escalation for counselor issues, providing expert-level troubleshooting for complex bookings, policy conflicts, ticketing errors, and service recoveryEnsure resolution continuity by owning escalated requests through closure, while documenting learnings for process improvement and knowledge sharingProvide VIP-level service delivery support as needed during high volume periods, complex booking scenarios, or coverage gapsDeliver structure 1:1 coaching, skills-based support, and performance observations to peers as directed by leadership or driven by issue trendsLead or co-facilitate on the job training, nesting, and tool refresh sessions, partnering with training teams to ensure consistency and readiness across the teamSupport real-time service quality by staffing internal Slack channels, offering direct guidance and resolving blockers quicklyPartner with management to identify skill gaps and recommend training solutionsHelp teams adopt new processes with patience and structured guidanceAct as workflow SME by maintaining active knowledge of GDDS, booking tools, and operational platforms (Amadeus, Salesforce, KAYAK, etc.) to support service continuity and accuracyMonitor fulfillment queues, Slack activity, and open escalations to flag bottlenecks, risks, or anomalies to leadershipIdentify areas of redundancy, confusion, or inefficiency and recommend process improvements or automation opportunities that enhance the team’s overall effectivenessPartner with multiple teams (i.e. Customer Care, After-Hours, etc.) to ensure clean transitions and resolution of pending handoffsLiaise with training, technology and vendor teams to pilot changes, provide feedback, and test new workflows prior to rolloutContribute to project teams or initiatives where counselor perspective is needed, including new client implementations, product launches, or workflow redesignSkills5+ years of corporate travel experience, with demonstrated expertise in complex international bookings, fare rules and ticketing logicExpert level proficiency in GDS systems (Amadeus preferred) and ability to coach others in usage, troubleshooting, and fare optimizationPrior experience in an escalation support or peer coaching capacity strongly preferredAdvanced written and verbal communication skills, including real-time decision-making, conflict de-escalation, and service recovery messagingExcellent time management and prioritization skills, with the ability to triage and respond to multiple channels simultaneouslyFamiliarity with Salesforce, Slack, and operational dashboards preferred, proficiency with Google Workspace or Microsoft Office requiredStrong team player who demonstrates ownership, emotional intelligence, and a proactive, collaborative mindsetPassion for customer service, operational excellence, and helping others succeedAbility to work independently, make confident decisions and take ownership of complex booking scenarios and escalationsDemonstrated ability to apply critical thinking and excellent business judgment with a general curiosity about how things workSelf-starter with the ability to work independently, think creatively, and take initiative without requiring close supervisionIndependent and adaptable, able to manage priorities and think outside the box while supporting team and business goalsPrior experience in an escalation support or peer coaching capacity strongly preferredFamiliarity with Salesforce, Slack, and operational dashboards preferredCompany OverviewBlockskye is a technology platform. It was founded in 2017, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://www.blockskye.com/.