Manager, Customer Experience – Empower the Future of Travel with Blockskye

Blockskye is transforming corporate travel and entertainment with next-generation blockchain-powered booking, payment, and expense solutions. By connecting suppliers and corporate buyers through cutting-edge technology, we drive transparency, trust, and efficiency in travel management. Backed by industry-leading partners in booking technology, airlines, and innovative payment solutions, we are shaping the future of the industry.

This role is perfect for a service-focused operations leader who is passionate about customer satisfaction and empowering teams to resolve complex travel issues with speed, empathy, and excellence. The Manager, Customer Experience is a working manager role overseeing our Customer Care teams across all client accounts - balancing hands-on support and coaching with team oversight, stakeholder engagement and process optimization. You’ll be accountable for team performance, SLA compliance, client satisfaction, and continuous service improvement while fostering a high-performing, collaborative team culture.

Responsibilities:

Team Leadership & Development

• Lead a dispersed team of Customer Care Representatives, providing daily oversight, coaching and support in managing client escalations and case resolution workflows.
• Establish clear performance goals, conduct regular check-ins, and support growth through mentorship, feedback and training.
• Manage team capacity and coverage to support fluctuating case volumes, disruption events and global timezones - ensuring consistent service levels.
• Foster a culture of collaboration, empathy and accountability, aligning team efforts with service-level targets and client expectations.

Case Management & Resolution Oversight

• Own service delivery across multiple client accounts, balancing SLAs, escalation priorities and client expectations in a fast-paced and high touch environment.
• Act as a point of escalation for complex or sensitive service issues, ensuring timely, thorough, and empathetic resolution.
• Ensure consistent ownership of customer issues from intake to resolution, with proactive communication across all parties.
• Review open case queues regularly to ensure aging cases are progressing and documented appropriately.
• Engage offshore teams as required for additional research and issue follow through to completion.
• Utilize creative problem-solving and outside of the box solution strategies to minimize payouts, supporting overall company financial goals.
• Build and leverage supplier relationships to resolve customer issues in a timely manner with a satisfactory outcome.

Client Satisfaction & Quality Assurance

• Drive a customer-first culture by monitoring case feedback, identifying trends and implementing service recovery strategies.
• Identify and present key case trends to clients, partnering cross-functionally to drive resolution through process improvements, training updates, or client communication and traveler education.
• Partner with internal teams and clients to clarify needs, expectations, and satisfaction benchmarks.
• Conduct root cause analysis of frequent escalations and recommend upstream process or training improvements.

Operational Optimization & Reporting

• Maintain operational visibility by overseeing ticketing dashboards and reports - identifying bottlenecks, and ensuring proper categorization and documentation of case categories.
• Analyze case trends to identify gaps in tools, workflows, or knowledge and work with stakeholders to resolve them.
• Collaborate with the Quality, Training and Agency Operations teams to align resolution workflows with broader service standards and operational goals.
• Support reporting efforts including SLA metrics, resolution trends, team performance summaries, and client reporting deliverables.

• 5+ years of experience in corporate travel operations, with demonstrated expertise in handling escalation and managing case resolution.
• 2+ years of team leadership experience, ideally in a high-touch service environment or call center operations.
• Deep understanding of GDS functionality (Amadeus preferred), online booking tools, corporate travel policy, and supplier/vendor agreements.
• Proficient with Salesforce or similar CRM tools for ticket management, reporting, and workflow visibility.
• Strong problem-solving and conflict resolution skills, with a focus on client satisfaction and business value.
• Excellent written and verbal communication skills with a calm, consultative approach under pressure.
• Ability to work independently, take initiative, and lead through ambiguity.
• Proficient in Google Workspace and Microsoft Office tools including Google Sheets and/or Excel

Why Join Us?

At Blockskye, we are redefining corporate travel and payment through blockchain technology. By joining our team, you’ll be part of an innovative, forward-thinking company that values collaboration, operational excellence, and transformational leadership.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Blockskye is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.