blockchain for enterprise travel + procurement

Team Lead, Agency Operations

OperationsOperationsFull TimeRemoteTeam 51-200Since 2017H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

60 days ago

Salary

Not specified

Bachelor Degree5 yrs expEnglish

Job 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. • 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.

Job 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.