Fresh Prints - Flight Search & Client Service Lead
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Requirements
• 3+ years in luxury travel, premium concierge, or high-touch client service. • Deep expertise with Sabre GDS — proficient in flight search, fare rules, and creative routing. • Sabre GDS • Experience with mileage programs and premium booking methods. • Excellent written communication — your quotes are clear, polished, and reflect luxury standards. • Proven track record of meeting 95%+ SLA or quality standards. • Leadership or mentoring experience — you’ve coached others, even informally. • Calm under pressure — you prioritize effectively when requests pile up. • Background in luxury hospitality or high-end concierge services. • Experience with VIP or high-net-worth clients. • Familiarity with workflow tools, mileage platforms, or CRM systems. • Passion for travel and miles & points optimization. • You don’t need to check every box — if you have 80% of the skills and the drive to learn, we want to hear from you.
Responsibilities
• Client Service & Optimization • Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics. • Master complex travel optimization using award programs, creative routing, and premium fare strategies. • Build polished quotes with clear reasoning, value explanations, and trade-off analysis. • Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team’s work. • 95%+ SLA adherence • 98%+ quote accuracy • Team Leadership • Team Leadership • Lead and coach 3–5 Client Service Members with daily feedback and real-time problem-solving. • Supervise all client searches and communications during your shift. • Run weekly team reviews to improve search quality and communication. • Identify when team members need support or are ready for more complex work. • Operational Excellence • Ensure seamless handovers between teams and shifts. • Collaborate with Ticketing and Trip Fulfillment teams on bookings and confirmations. • Propose search optimizations and training improvements. • Handle escalations with empathy and confidence.
Benefits
• Clear Growth PathYour progression: Client Service Team Lead → Concierge Manager → Senior Manager → Associate Director.We promote from within based on performance. You’re not just executing — you’re helping shape how Ascend's Client Service function scales globally. • Clear Growth Path • Build, Don’t Just ExecuteWe’re implementing our concierge framework and career systems now. Your insights on search methodology, training, and client communication will directly influence how we work. • Build, Don’t Just Execute • Real Support • Lead capable people who want to grow. • Partner with your Concierge Manager on team development. • Work with the Process Management team to improve workflows. • Quarterly reviews with clear feedback and a development focus. • Work-Life Balance • Work-Life Balance • Predictable scheduling — you’ll know your shift in advance. • Clean transitions between shifts. • Global team — talented colleagues across continents. • What Success Looks Like • First 90 Days:Lead your shift independently with 95%+ SLA adherence, handle VIP clients with confidence, begin coaching team members effectively, and achieve 98%+ quote accuracy. • First 90 Days: • 95%+ SLA adherence • 98%+ quote accuracy • Within 6–12 Months:Consistently deliver quality metrics, build strong VIP client relationships, lead at least one initiative that improves search quality or team performance, and receive strong team sentiment scores. • Within 6–12 Months: • Our Values • Our Values • Customer Obsession — We win when our customers win. • Customer Obsession • Urgency with Impact — Clients expect answers in minutes, not hours. • Urgency with Impact • Radical Candor — Honest, direct, respectful feedback builds trust. • Radical Candor • Ownership — If something breaks, we fix it. • Ownership • Relentless Excellence — Good enough is never enough. • Relentless Excellence • Base Pay: $1,200 – $1,600/month USD, depending on location and experience.Additionally, the role includes a 3% company profit share, which can add $250 – $500+ in strong months. Compensation is reviewed based on performance, with clear milestones tied to progression. • Travel perks: Access to Ascend at-cost booking for personal travel. • Clear career path with merit-based progression. • Performance-based salary increases as you advance. • Global collaboration with talented teams.
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