Team Lead, Agency Operations - Remote

Overview

The Team Lead, Agency Operations is a key contributor in the travel operations leadership structure, acting as a senior technical expert, internal escalation resource, and mentor to the Travel Counselor team. This role supports consistency, quality, and operational efficiency across the business.

In Short

• Lead the Travel Counselor team in operational efficiency.
• Act as the final point of escalation for counselor issues.
• Deliver coaching and performance enablement.
• Monitor fulfillment queues and recommend process improvements.
• Partner with multiple teams for smooth transitions.
• Support VIP-level service delivery during high volume periods.
• Identify skill gaps and recommend training solutions.
• Work independently and manage priorities effectively.
• Demonstrate ownership and emotional intelligence.
• Drive customer service excellence at scale.

Requirements

• 5+ years of corporate travel experience.
• Expert level proficiency in GDS systems (Amadeus preferred).
• Strong written and verbal communication skills.
• Excellent time management and prioritization skills.
• Familiarity with Salesforce and operational dashboards preferred.
• Passion for customer service and operational excellence.
• Ability to work independently and make confident decisions.
• Critical thinking and excellent business judgment.
• Self-starter with creative thinking and initiative.
• Adaptable and able to manage priorities effectively.

Benefits

• Join an innovative, forward-thinking company.
• Be part of a team that values collaboration and integrity.
• Engage in a role that champions operational excellence.
• Opportunity to redefine corporate travel through blockchain technology.
• Support from a diverse and inclusive workplace.