Client Service Member - Latin America

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. They combine smart, proprietary booking methods with round-the-clock personal service delivered over WhatsApp. The company is remote-first, globally distributed, and growing rapidly, with a mission to make first-class travel accessible to influential clients.

Location: Remote

Salary: $1,200–$1,200

Responsibilities

• 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
• 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
• 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
• 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
• 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

Requirements

• 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.
• 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

Benefits

• Clear Growth Path: The progression is from Client Service Member to Team Lead to Concierge Manager to Associate Director of Concierge, with promotion based on performance.
• Build, Don't Just Execute: Opportunities to improve search approaches, explanations, and handling of requests, shaping team practices.
• Real Support: Daily coaching, quarterly reviews, training materials, and a culture of knowledge sharing.
• Work-Life Balance: Predictable scheduling, clean shift handovers, and a global team environment.