Blockskye

Operations

• 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.

Team Lead, Agency Operations

Customer Support

• Lead a dispersed team of Customer Care Representatives
• Manage team capacity and coverage
• Own service delivery across multiple client accounts
• Act as a point of escalation for service issues
• Drive a customer-first culture by monitoring case feedback
• Identify and present key case trends to clients
• Maintain operational visibility by overseeing ticketing dashboards and reports

Team Lead, Agency Operations

Manager, Customer Experience