Client Service Member -Latin America(Remote)

Job Description

Job Description

Client Service Member | Remote | Luxury Travel

We are a remote-first, globally distributed team and welcome applications from exceptional candidates around the world. Hiring decisions are based on experience, capability, and alignment with our standards not geography

About Ascend

Ascend helps founders, investors, and executives book international business and first-class flights at rates that are typically 30-80% below what you would find on a regular booking site. We combine smart, proprietary booking methods with round-the-clock personal service delivered over WhatsApp.

We have grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and 5x'd our revenue year-over-year. We are at $22M+ ARR and growing fast. Our mission is to make first-class travel accessible to the people who are shaping the world.

Our clients are founders, investors, and senior executives who expect fast, accurate, and polished service. They do not chase confirmations. They trust us to get it right every time.

The Role

We are looking for a Client Service Member who loves the challenge of finding the perfect flight, building a compelling quote, and delivering genuinely personal service to high-expectation travelers.

You will own each client request from start to finish: from reading the initial message and understanding what the client actually needs, through searching for the best options, to writing a polished quote that makes their decision easy. You will work across multiple booking strategies, including award travel, loyalty program redemptions, and premium fare inventory, and you will communicate with clients in a way that always feels warm, fast, and professional.

This is an individual contributor role. You are the person the client interacts with, and your work directly determines the quality of their experience.

What You'll Do Search and Optimization

• Execute searches across multiple booking strategies: award travel, mileage and loyalty program redemptions, creative routing, and premium fare inventory
• Identify the best available options for each client, combining routes, fare classes, and availability in ways that genuinely serve their goals, not just the most obvious result
• Apply fare rules and availability knowledge to find solutions that are both accurate and creative

Document complete pricing details, fare rules, and booking requirements in our workflow systems so nothing is lost in handover

Quote Creation and Client Delivery

• Build polished, well-structured quotes that follow Ascend's standards for tone, clarity, and formatting
• Add clear reasoning to every quote: why this route, what the fare rules mean for the client, the pros and cons of each option, and any availability considerations they need to know about
• Deliver quotes within SLA targets: within 5 minutes for short-haul requests and within 25 minutes for long-haul or complex itineraries
• Present options in a way that makes the client's decision easy and confident, not overwhelming

Client Communication

• Acknowledge every new client message within 30 seconds so they know it is being handled
• Maintain proactive, high-touch communication throughout the search and booking process
• Confirm key preferences before quoting: cabin class, routing preferences, loyalty program memberships, and any flexibility on dates or connections
• Handle follow-up questions, clarifications, and booking confirmations with professionalism and genuine warmth

Data Accuracy and Handovers

• Maintain 100% accuracy across all workflow systems and client records: task status, client notes, booking details, and preferences updated in real time
• Ensure seamless handovers to the Ticketing and Trip Fulfillment teams so the client's experience does not have any gaps
• Document all key client interactions and decisions so the team has full context at every stage

Escalation and Quality

• Escalate VIP, high-complexity, or time-sensitive requests to your Team Lead immediately, rather than attempting to handle them alone
• Flag pricing anomalies, policy concerns, or system issues when you spot them
• Participate in quality audits and apply feedback to continuously improve your work

What You Bring Must Have

• 2+ years in travel operations, luxury hospitality, or high-touch client service where you understand what premium service actually feels like from the client's side
• Hands-on Sabre GDS experience is mandatory for this role. You must already be comfortable using Sabre for flight search and booking. This is not a skill we can train from scratch
• Excellent written communication: your client messages are clear, professional, and feel personal, not like they came from a template
• Strong attention to accuracy: you maintain 98%+ accuracy even when you are moving quickly across multiple requests
• The ability to manage multiple client requests simultaneously while meeting tight response and delivery SLAs
• A collaborative mindset: you hand off work cleanly, communicate proactively with your team, and treat handovers as a responsibility, not an afterthought

Nice to Have

• Experience with airline mileage programs, award travel, or loyalty points optimization
• Familiarity with premium booking platforms, workflow tools, or CRM systems
• Background in luxury travel agencies, premium concierge services, or high-end hospitality
• Experience handling high-net-worth or VIP clients
• Genuine passion for travel and for finding creative routing solutions that others miss

You do not need to check every box. If you have 80% of the must-have skills and genuine enthusiasm to learn, we want to hear from you.

Why Ascend Clear Growth Path

The progression here is: Client Service Member to Client Service Team Lead to Concierge Manager to Associate Director of Concierge. We promote from within based on performance, not tenure. The search skills, client communication discipline, and operational accuracy you build in this role are the direct foundation for the Team Lead role above you.

Build, Don't Just Execute

We are still refining how we work. When you find a smarter search approach, a clearer way to explain a complex fare, or an improvement to how we handle a particular type of request, we want to hear it. Your observations shape how the team gets better.

Real Support

• Daily coaching and specific feedback from your Client Service Team Lead to accelerate your development
• Quarterly performance reviews with clear metrics and an honest development plan
• Access to comprehensive training materials and search methodology documentation
• A team culture that values knowledge sharing and helping each other improve

Work-Life Balance

• Predictable scheduling: you will know your shift in advance
• Clean shift handovers so work stays at work
• A global team with talented colleagues across continents

What Success Looks Like

First 30 days: You have completed training on Ascend's search methodology and quoting standards. You are executing training searches with 95%+ accuracy under supervision and learning our systems, tools, and escalation protocols.

First 90 days: You are handling client requests independently with consistent quality. You are meeting SLA targets, achieving 98%+ quote accuracy, and receiving 8/10 or above on client sentiment. You have zero manual QA failures on random audits.

Within 6-12 months: You are consistently delivering on all quality metrics, handling increasingly complex requests with confidence, building strong relationships with repeat clients, and beginning to informally mentor newer team members.

Our Values

• Customer Obsession: We win when our customers win
• Urgency with Impact: Clients expect answers in minutes, not hours
• Radical Candor: Honest, direct, respectful feedback builds trust
• Ownership: If something breaks, we fix it
• Relentless Excellence: Good enough is never enough

Why You'll Love This Role

This is perfect for someone who:

• Takes genuine pride in quotes and client messages that people actually appreciate reading
• Wants to master advanced travel optimization at a level most travel professionals never reach
• Is excited to work on requests for founders, investors, and executives who expect the best
• Sees a clear path to team leadership and wants to start building toward it now
• Thrives in a fast-paced, high-accountability environment where the quality of your work is visible every shift

Engagement Structure, Compensation, Shifts, and Benefits

Ascend is a remote-first, global team. This role is structured as a direct independent contractor engagement, with compensation paid as a consolidated monthly amount in USD.

As this is an independent contractor engagement, the compensation will not follow a traditional local payroll structure or salary breakup. This means statutory deductions or components such as PF, PT, gratuity, bonus, or other local payroll-linked benefits are not applicable unless specifically required under the terms of engagement or communicated in writing by Ascend. Contractors are responsible for managing any applicable taxes, filings, and compliance requirements in their own location.

This role is part of Ascend's 24/7 client service operations and involves rotating shifts to support clients across different time zones. This may include overnight shifts, weekends, or public holidays depending on business and team scheduling needs. Weekly offs and shift schedules are planned in advance wherever possible and managed fairly across the team.

The consolidated monthly compensation is designed to account for the nature of the role, including rotating shifts and operational coverage requirements. Separate allowances for night shifts, weekends, holidays, overtime, or additional hours are not applicable unless specifically communicated otherwise for a particular role.

At this stage, Ascend does not provide medical insurance, mediclaim, or similar statutory benefits for this role. Further details on leaves, schedules, contractor terms, and applicable policies will be shared during the offer and onboarding process.

Ascend values work-life balance and aims to distribute schedules thoughtfully. At the same time, because this is a client-facing operational role, some flexibility and responsiveness may be required from time to time.

Ascend is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.