[Hiring] Trip Fulfillment Team Member @Ascend

Role Description

We are hiring a Trip Fulfillment Member to take a confirmed flight booking and turn it into a complete, polished travel package delivered to the client.

• Receive each confirmed booking handed over by the Ticketing team and create or update the full trip record in our client management system, including all flight details, passenger information, seat assignments, meal preferences, and frequent flyer numbers.
• Prepare invoices using FreshBooks, our billing platform, following your Team Lead's instructions, and hold them for review before sending anything to the client.
• Once the itinerary and invoice are approved by your Team Lead, send them to the client with a warm, professional message in Periskope, our client communication platform.
• Coordinate any additional services the client has requested, such as airport chauffeur pickups, specific seat selections, or special meals, and record all confirmation details in the client's trip record.

Before sending any deliverable to a client, confirm that payment has been received and correctly recorded. You will cross-check payment status across our internal systems using details provided by your Team Lead.

• Payments at Ascend come in several forms: credit card charges processed through Stripe, bank wire transfers, PayPal, and occasionally cryptocurrency. Each has a specific verification process you will follow, and your Team Lead will confirm the status for each before you proceed.
• If the payment record in any system does not match what you expect, flag it to your Team Lead immediately. You do not communicate payment issues directly to the client.

Make sure all records in our client management system and billing platform match before any client communication goes out. This includes passenger details, flight information, invoice amounts, and payment status.

• Keep records updated in real time throughout your shift. If a booking changes, the record changes immediately.
• Ensure no booking task sits unactioned for more than 30 minutes during your shift.

Work closely with your Trip Fulfillment Team Lead, who reviews your work, approves client sends, and is there to support you on anything complex.

• Coordinate with the Ticketing team on any changes that affect a ticket after issuance, and with the Client Service team on any client-facing updates.
• Escalate any payment discrepancy, data mismatch, or client issue to your Team Lead immediately rather than trying to resolve it alone.

Qualifications

• 1-2+ years in travel operations, hospitality administration, client coordination, or a similar role where managing detailed records across multiple systems was a core part of your work.
• Experience creating or managing invoices using a billing tool such as FreshBooks, QuickBooks, or similar platforms.
• Familiarity with verifying or reconciling payments across different methods, whether card, bank transfer, or digital payment platforms.
• Strong attention to accuracy across multiple tools at the same time: you notice when something does not match, and you investigate rather than ignore it.
• Clear, professional written communication: you can write a warm, polished client message without needing a template for every situation.
• The ability to manage several tasks at once without losing track of the details, especially during busy shift periods.

Requirements

• Prior experience using itinerary-building tools such as Travefy, Axus, TravelJoy, Tourwriter, or similar platforms.
• Background in luxury hospitality, premium travel, or high-touch client service.
• Familiarity with task management tools such as Asana, or CRM and client communication platforms.
• Working knowledge of travel-specific passenger details such as Known Traveler Numbers (KTN) or Frequent Flyer Numbers (FFN), which are membership identifiers airlines use to apply benefits and loyalty credits to a booking.
• Genuine passion for travel and delivering a seamless experience.

Benefits

• Clear Growth Path: The progression here is: Trip Fulfillment Member to Trip Fulfillment Team Lead to Concierge Manager to Associate Director of Concierge.
• Build, Don't Just Execute: Your observations on what creates delays, causes data mismatches, or makes the client experience feel anything less than seamless feed directly into how we improve.
• Real Support: A Trip Fulfillment Team Lead who reviews your work, approves client sends, and is there for escalations.
• Weekly training sessions and practical service recovery simulations.
• Regular one-on-one conversations with clear, specific feedback.
• Work-Life Balance: Full-time role, 5 days per week, on an 8-hour shift including a 1-hour lunch break.
• A global team with talented colleagues across continents.

Company Description

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've grown from a small team into a global organization of 70+ people, backed by Bessemer Venture Partners, and grown our revenue year-over-year. 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.