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.
• 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.

Team Lead, Agency Operations

Customer Support

• Serve as the primary technical point of contact for client and supplier inquiries across Blockskye's product suite
• Investigate and resolve complex technical issues by analyzing system logs, database records, and API transactions to determine root causes and implement solutions
• Work closely with the Product Support, Product, QA, and Engineering teams to identify, document, and reproduce product defects that impact functionality or financial accuracy
• Create detailed bug reports with reproduction steps, business impact analysis, and supporting data evidence
• Participate in UAT and regression testing to validate fixes before deployment
• Manage direct communication with suppliers (airlines, hotels, car rental companies, etc.) and enterprise clients regarding technical issues, reconciliation discrepancies, and product functionality
• Translate complex technical information into clear business language and maintain professional relationships that support long-term partnerships
• Leverage SQL, QuickSight, and Excel to analyze product usage patterns, identify trends in support issues, and generate reports for internal stakeholders
• Create dashboards and visualizations that provide visibility into system health, transaction volumes, and reconciliation status
• Develop and maintain comprehensive documentation for common support scenarios, troubleshooting procedures, and product configurations

Product Support Specialist

Accountant

• Lead month-end and year-end close with a bias toward continuous improvement.
• Identify automation opportunities in the ERP system.
• Review journal entries, account reconciliations, and accruals for travel-related expenses.
• Prepare consolidated financial statements in accordance with U.S. GAAP.
• Manage intercompany transactions between U.S. and international entities.
• Partner with tax advisors and leadership to ensure compliance with tax regulations.
• Build strong relationships with international finance teams and align on processes.

Senior Accountant

• Lead and inspire a team of corporate travel counselors and operational support staff, fostering a culture of accountability, collaboration, and innovation.
• Act as a coach and mentor, developing team members through regular performance reviews, one-on-one coaching, and training initiatives.
• Promote transparency and open communication, ensuring alignment between business objectives and team priorities.
• Create a positive and adaptable work environment, encouraging flexibility and a problem-solving mindset.
• Evaluate existing workflows, and drive process improvements that reduce inefficiencies and improve service quality.
• Identify and implement automation and technology-driven solutions to streamline operations.
• Partner with leadership to develop and execute strategic initiatives that support operational scalability and long-term success.
• Analyze data, performance metrics, and customer feedback to identify opportunities for innovation and increased efficiency.
• Ensure compliance with company policies, industry regulations, and client-specific requirements while maintaining operational flexibility.
• Act as a strategic partner to internal stakeholders, ensuring operational decisions align with client needs and business goals.
• Serve as an escalation point for complex service issues, proactively resolving challenges with a customer-first approach.
• Work closely with Account Management to ensure seamless communication and alignment between client expectations and service delivery.
• Build strong relationships with external vendors and partners to enhance operational efficiency.
• Use data-driven analysis to anticipate challenges and drive strategic improvements that enhance productivity and cost-effectiveness.
• Balance short-term problem-solving with long-term process optimization, ensuring sustainable and scalable operational solutions.
• Continuously monitor key performance indicators (KPIs) and adjust strategies to drive performance improvements.

Manager, Agency Operations

Counselor

• Collaborate with key stakeholders to translate business needs into highly effective training curriculum
• Develop impactful learning solutions to drive the performance and expertise of our front line travel team via e-learning and virtual instructor led training
• Facilitate virtual training in partnership with our key stakeholders
• Measure training effectiveness and provide feedback to business leaders on key successes and areas of opportunity for class participants
• Maintain training content
• Test new processes and technical releases, communicating necessary details to the intended audience
• Support operational needs when not engaged in training sessions, including queue work and agent help desk support

Team Lead, Agency Operations

Product Support Specialist

Senior Accountant

Manager, Agency Operations

Travel Counselor