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about 1 month ago
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Concierge Manager | Remote | Luxury Travel LeadershipWe 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 geographyAbout AscendAscend 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 RoleWe 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 TeamManage 3-4 Team Leads across Client Service, Ticketing, Trip Fulfillment, and Quality AssuranceCoach Team Leads daily with direct, specific feedback that builds their judgment and confidence as leadersBuild a shift culture where ownership, accuracy, and client empathy are the baseline, not the exceptionConduct regular performance reviews that give team members clarity on where they stand and what comes nextOwn Shift OperationsDirect all client-facing operations during your shift with real-time decision-makingAllocate resources, manage escalations, and resolve complex issues with calm confidenceEnsure seamless handovers between shifts- nothing falls through the cracksMaintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team managementDeliver Exceptional Client ExperiencesOwn the end-to-end client journey for your shift- every request, quote, booking, and follow-upPersonally handle VIP clients and high-complexity situations requiring senior judgmentEnsure clients receive timely updates, proactive solutions, and service exceeding expectationsTurn service recovery moments into opportunities that strengthen client relationshipsDrive Process ExcellenceSubmit at least 2 documented process improvements per month that increase efficiency or qualitySpot patterns in client feedback, system inefficiencies, and team performance- then solve them systematicallyPartner with Process Management and other teams to streamline workflowsUse data to make decisions, validate improvements, and track impactCollaborate Across AscendWork closely with Product, Operations, and Leadership to implement new systems and scale consistency across shiftRepresent the voice of both clients and your team in strategic discussionsContribute insights that shape how we grow globally while maintaining service qualityWhat You BringMust 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 skillset2+ years in a leadership or management role- you've coached teams, not just managed tasksStrong GDS proficiency, ideally Sabre- you're comfortable with fare rules, complex routing, and ticketingData-driven approach- you use metrics to spot trends and improve performanceExcellent written and verbal communication- you can coach with clarity and write polished client messagesComposure under pressure: when everything is happening at once, you are the calm and steady presence the team needsNice to have:Experience with international business/first-class bookings or award travel programsFamiliarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platformsTrack record of building or improving operational processes, SOPs, or training programsExperience managing remote, global teamsBackground in luxury hospitality brands (hotels, premium concierge services)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.What Makes You Stand OutYou've turned around an underperforming team or operation (and can show the metrics)You're known as the manager people want to work for because you make them betterYou have a reputation for spotting issues before they become problemsYou think in systems but lead with empathy- process without people is just bureaucracyYou're comfortable being hands-on when needed while developing others to take ownershipWhy AscendClear growth path Your progression: Concierge Manager Senior Concierge Manager Associate Director Director. We promote from within based on demonstrated performance and impact, not politics or tenure.Build, don't just maintain We're implementing our concierge framework and career systems right now. You're not inheriting a rigid legacy system- you're helping shape how Ascend operations scale globally. Your insights will directly influence how we work.Real supportWe hire proficient people- you won't be carrying underperformersRegular reviews with clear metrics and feedbackHead of People who understands operations and partners with youProcess Management team dedicated to making your job easierWork-life balancePredictable scheduling- you'll know your shift in advanceStructured handovers so the incoming manager receives everything they need without you staying lateGlobal team- talented colleagues across continentsMerit-based performance incentives.This is made up of a base salary of $1,800 - $2,000/month, plus a profit share - you would be eligible to receive a 3% company profit share distributed equally across the team. When Ascend has a strong month, this can add $250 - $500 (or more) to your monthly take-homeLearn while you leadAdvanced travel optimization strategies used by elite professionalsHow to lead global teams with shared metrics and real-time decision-makingCross-functional collaboration with Product, Engineering, and OperationsOperational leadership at a venture-backed company growing 5x year-over-yearWhat Success Looks LikeFirst 90 days: You have learned our core systems and tools, including Sabre, Asana, and our booking platforms. You are leading shifts independently with 95%+ SLA adherence. You are coaching your Team Leads with specific, useful feedback and you have identified your first improvement opportunity.Within 6-12 months: You are consistently delivering 95%+ SLA and 98%+ accuracy. Your team sentiment scores are at 8/10 or above. You have led at least one initiative that measurably improved client satisfaction or team efficiency. Your Team Leads are stronger leaders because of your coaching.Our ValuesCustomer Obsession - We win when our customers winUrgency with Impact - Clients expect answers in minutes, not hoursRadical Candor - Honest, direct, respectful feedback builds trustOwnership - If something breaks, we fix itRelentless Excellence - Good enough is never enoughShould You Apply?If you're thinking "I'm not sure I have all the experience listed"- apply anyway. We're looking for people with 80% of the skills and 100% of the drive to learn.What we care about most:Have you led teams or operations in a high-touch service environment?Do you have a track record of meeting or exceeding operational targets?Can you coach, give feedback, and develop others?Are you excited about building something excellent from the ground up?If yes, we want to hear from you.Why You'll Love This RoleThis is perfect for someone who:Wants to work directly with founders, investors, and global business leadersSees themselves at Ascend for years, building toward senior leadershipTakes pride in building something excellentValues both high performance and sustainable work practicesWorkplace flexibilityRemote-first role with predictable scheduling based on shift handovers.
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