[Hiring] Client Service Member @Ascend

Role Description

We are looking for a Client Service Member who loves the challenge of finding the perfect flight, building a compelling quote, and delivering genuinely personal service to high-expectation travelers. You will own each client request from start to finish:

• Reading the initial message and understanding client needs
• Searching for the best options
• Writing a polished quote that makes their decision easy

You will work across multiple booking strategies, including:

• Award travel
• Loyalty program redemptions
• Premium fare inventory

This is an individual contributor role. You are the person the client interacts with, and your work directly determines the quality of their experience.

What You'll Do

Search and Optimization

• Execute searches across multiple booking strategies
• Identify the best available options for each client
• Apply fare rules and availability knowledge
• Document complete pricing details in our workflow systems

Quote Creation and Client Delivery

• Build polished, well-structured quotes
• Add clear reasoning to every quote
• Deliver quotes within SLA targets
• Present options in a way that makes the client's decision easy

Client Communication

• Acknowledge every new client message within 30 seconds
• Maintain proactive, high-touch communication
• Confirm key preferences before quoting
• Handle follow-up questions with professionalism

Data Accuracy and Handovers

• Maintain 100% accuracy across all workflow systems
• Ensure seamless handovers to the Ticketing and Trip Fulfillment teams
• Document all key client interactions and decisions

Escalation and Quality

• Escalate VIP or time-sensitive requests to your Team Lead
• Flag pricing anomalies or system issues
• Participate in quality audits and apply feedback

Qualifications

• 2+ years in travel operations, luxury hospitality, or high-touch client service
• Hands-on Sabre GDS experience is mandatory
• Excellent written communication
• Strong attention to accuracy
• Ability to manage multiple client requests simultaneously
• A collaborative mindset

Requirements

• Experience with airline mileage programs or award travel (nice to have)
• Familiarity with premium booking platforms or CRM systems (nice to have)
• Background in luxury travel agencies or high-end hospitality (nice to have)
• Experience handling high-net-worth or VIP clients (nice to have)
• Genuine passion for travel (nice to have)

Benefits

• Clear Growth Path
• Build, Don't Just Execute
• Real Support
• Work-Life Balance

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 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.