Blockskye · 14 hours ago
Team Lead, Agency Operations
United States
Full-time
Remote
Senior Level
5+ years expBlockskye is a company that provides next-generation inventory booking and payment solutions for the travel and entertainment industries using blockchain technology. The Team Lead, Agency Operations will act as a senior technical expert and mentor to the Travel Counselor team, supporting operational efficiency and customer service excellence while resolving complex issues and improving workflows.
BlockchainFinancial ServicesService IndustrySoftware
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
Qualification
Required
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
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
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
Preferred
Prior experience in an escalation support or peer coaching capacity strongly preferred
Familiarity with Salesforce, Slack, and operational dashboards preferred
Company
Blockskye
Blockskye is a technology platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$15.8MKey Investors
Blockchange VenturesAirlines Reporting Corporation
2025-07-17Series C· $15.8M
2019-04-05Series A
Leadership Team
Brook Armstrong
Chief Executive Officer
M
Michael Share
Chief Executive Officer
Recent News
2025-12-17
2025-12-16
2025-10-27
Company data provided by crunchbase