Concierge Manager Position

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, or

similar workflow/CRM platforms Track record of building or

improving operational processes, SOPs, or training programs

Experience managing remote, global teams Background 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 Out

You'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 better You have a reputation for s