Team Lead, Agency Operations

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Blockskye

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

🚗 Transport

💰 Series A on 2019-04

Fintech • Transport • Travel

Blockskye is a cutting-edge corporate travel technology platform that revolutionizes how businesses book, pay, and track their travel expenses. By eliminating unnecessary intermediaries and leveraging blockchain technology, Blockskye provides transparency and efficiency, resulting in significant cost savings for organizations. The platform is designed to simplify complex travel management processes, ensuring that companies can prioritize their suppliers and streamline their payment systems.

📋 Description

• Act as the final point of escalation for counselor issues, providing expert-level troubleshooting for complex bookings, policy conflicts, ticketing errors, and service recovery. • Deliver structure 1:1 coaching, skills-based support, and performance observations to peers as directed by leadership or driven by issue trends. • 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. • Partner with multiple teams (i.e. Customer Care, After-Hours, etc.) to ensure clean transitions and resolution of pending handoffs.

🎯 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.

🏖️ Benefits

• VIP-level service delivery support as needed during high volume periods, complex booking scenarios, or coverage gaps