Remote Luxury Concierge Lead

FlyFlat; México; Remote; MXN 1,662,000 - 3,139,000; Full time

Job summary

Ascend is seeking a Concierge Manager to lead luxury travel operations in a remote, globally distributed team. You will oversee Client Service, Ticketing, and Trip Fulfillment by guiding Team Leads, maintaining high service levels, and driving process improvements across shifts.

You will own end-to-end client experiences, handle VIP situations with senior judgment, and collaborate with Product and Operations to scale operations while preserving premium service standards.

Qualifications

• 4+ years in luxury travel, hospitality, or high-touch service operations.
• 2+ years in a leadership or management role coaching teams.
• Strong Sabre GDS proficiency for fare rules, routing, and ticketing.
• Data-driven leadership with metrics to guide decisions.
• Excellent written and verbal communication; calm under pressure.
• Nice to have experience with international business class or first-class bookings and CRM platforms.

Responsibilities

• Lead and develop 3 Team Leads across Client Service, Ticketing and Trip Fulfillment.
• Provide daily coaching and feedback to build leadership confidence.
• Set shift culture emphasizing ownership, accuracy, and client empathy.
• Direct all client-facing operations during shifts with clear priorities.
• Ensure 95%+ SLA and 98%+ data accuracy through strong systems.

Skills

Leadership

Data-driven

Communication

Composure under pressure

Tools

Sabre GDS

Asana

Periskope

Stripe

Job description

Ascend is seeking a Concierge Manager to lead luxury travel operations in a remote, globally distributed team. You will oversee Client Service, Ticketing, and Trip Fulfillment by guiding Team Leads, maintaining high service levels, and driving process improvements across shifts.

You will own end-to-end client experiences, handle VIP situations with senior judgment, and collaborate with Product and Operations to scale operations while preserving premium service standards.