Team Lead, Agency Operations
Blockskye
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- 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.
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
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
GDS systemsAmadeusticketing logicfare optimizationcomplex international bookingstroubleshootingprocess improvementautomationreal-time decision-makingconflict de-escalation
Soft skills
coachingtime managementprioritizationemotional intelligencecollaborative mindsetcustomer servicecritical thinkingindependent decision-makingadaptabilityinitiative