Remote Luxury Concierge Manager - Lead Client Service & Ops

Ascend; Ciudad de México; Remote; MXN 1,649,000 - 3,091,000; Part time

Job summary

Ascend, a remote-first luxury travel company, seeks a Concierge Manager to own shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You lead Team Leads, coach for growth, and ensure a five-star client experience while managing escalations and real-time priorities.

You bring 4+ years in high-touch service, 2+ years in leadership, and strong Sabre GDS proficiency. This is a global, contractor role with rotating shifts and USD compensation.

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 and ticketing.
• Data-driven leadership using metrics to drive standards.
• Excellent written and verbal communication for coaching and leadership.
• Calm, composed under pressure to guide teams.

Responsibilities

• Lead and develop 3 Team Leads across Client Service, Ticketing and Trip Fulfillment.
• Direct all client-facing operations during shifts and set priorities.
• Ensure 95%+ SLA adherence and high data accuracy.
• Own end-to-end client experience from quote to booking and follow-up.
• Submit at least two process improvements monthly to boost efficiency.
• Collaborate with Product, Operations, and Leadership to scale systems.

Skills

Luxury travel

Leadership

Sabre GDS

Data-driven

Communication

Resilience under pressure

Tools

Asana

CRM platforms

Job description

Ascend, a remote-first luxury travel company, seeks a Concierge Manager to own shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You lead Team Leads, coach for growth, and ensure a five-star client experience while managing escalations and real-time priorities.

You bring 4+ years in high-touch service, 2+ years in leadership, and strong Sabre GDS proficiency. This is a global, contractor role with rotating shifts and USD compensation.