Concierge Manager | Remote | Luxury Travel Leadership

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 an experienced luxury service leader who wants to build world-class operations and grow their impact at a fast-moving company.As Concierge Manager, you own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Quality Assurance. You lead Team Leads who manage specialists across each function. You are responsible for making sure every client receives a five-star experience, every shift runs smoothly, and every team member is growing under your leadership.

This is a role for someone who thinks in systems but leads with people. Process without empathy is just bureaucracy. You bring both.

What you'll do:

Lead and Develop Your Team

Manage 3-4 Team Leads across Client Service, Ticketing, Trip Fulfillment, and Quality Assurance
Coach Team Leads daily with direct, specific feedback that builds their judgment and confidence as leaders
Build a shift culture where ownership, accuracy, and client empathy are the baseline, not the exception
Conduct regular performance reviews that give team members clarity on where they stand and what comes next

Own Shift Operations

Direct all client-facing operations during your shift with real-time decision-making
Allocate resources, manage escalations, and resolve complex issues with calm confidence
Ensure seamless handovers between shifts- nothing falls through the cracks
Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management

Deliver Exceptional Client Experiences

Own the end-to-end client journey for your shift- every request, quote, booking, and follow-up
Personally handle VIP clients and high-complexity situations requiring senior judgment
Ensure clients receive timely updates, proactive solutions, and service exceeding expectations
Turn service recovery moments into opportunities that strengthen client relationships

Drive Process Excellence

Submit at least 2 documented process improvements per month that increase efficiency or quality
Spot patterns in client feedback, system inefficiencies, and team performance- then solve them systematically
Partner with Process Management and other teams to streamline workflows
Use data to make decisions, validate improvements, and track impact

Collaborate Across Ascend

Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shift
Represent the voice of both clients and your team in strategic discussions
Contribute insights that shape how we grow globally while maintaining service quality

What You Bring
Must have:

4+ years in luxury travel, hospitality, or high-touch service operations - Apply even if you dont have all the experience but are confident in your skillset
2+ years in a leadership or management role- you've coached teams, not just managed tasks
Strong GDS proficiency, ideally Sabre- you're comfortable with fare rules, complex routing, and ticketing
Data-driven approach- you use metrics to spot trends and improve performance
Excellent written and verbal communication- you can coach with clarity and write polished client messages
Composure under pressure: when everything is happening at once, you are the calm and steady presence the team needs

Nice to have:

Experience with international business/first-class bookings or award travel programs
Familiarity with tools like Asana, Periskope, Stripe,

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