[Hiring] Client Service Team Lead @Ascend

Role Description

We're looking for an experienced luxury travel professional who combines search expertise, exceptional client communication, and leadership to deliver five-star service at scale.

• Lead a team of Client Service Members while personally handling VIP and high-complexity clients.
• Own the complete client journey from intake through delivery.
• Coach your team daily and ensure every interaction reflects Ascend's commitment to effortless luxury.

What you'll do:

• Client Service & Optimization
  • Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics.
  • Master complex travel optimization using award programs, creative routing, and premium fare strategies.
  • Build polished quotes with clear reasoning, value explanations, and trade-off analysis.
  • Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team's work.
• Team Leadership
  • Lead and coach 3-5 Client Service Members with daily feedback and real-time problem-solving.
  • Supervise all client searches and communications during your shift.
  • Run weekly team reviews to improve search quality and communication.
  • Identify when team members need support or are ready for more complex work.
• Operational Excellence
  • Ensure seamless handovers between teams and shifts.
  • Collaborate with Ticketing and Trip Fulfillment on bookings and confirmations.
  • Propose search optimizations and training improvements.
  • Handle escalations with empathy and confidence.

Qualifications

• 3+ years in luxury travel, premium concierge, or high-touch client service.
• Deep expertise with Sabre GDS - proficient in flight search, fare rules, and creative routing.
• Experience with mileage programs and premium booking methods.
• Excellent written communication - quotes are clear, polished, and reflect luxury standards.
• Track record of meeting 95%+ SLA or quality standards.
• Leadership or mentoring experience - coached others, even informally.
• Calm under pressure - prioritize effectively when requests pile up.

Requirements

• Background in luxury hospitality or high-end concierge services (nice to have).
• Experience with VIP or high-net-worth clients (nice to have).
• Familiarity with workflow tools, mileage platforms, or CRM systems (nice to have).
• Passion for travel and miles & points optimization (nice to have).

Benefits

• Clear growth path: progression from Client Service Team Lead to Associate Director.
• Implementing concierge framework and career systems now; your insights will influence how we work.
• Lead capable people who want to grow.
• Quarterly reviews with clear feedback and development focus.
• Predictable scheduling - know your shift in advance.
• Global team - talented colleagues across continents.
• Merit-based performance incentives, including a 3% company profit share.

Company Description

Ascend helps founders, investors, and executives book international business and first-class flights at unbeatable rates - often 30-80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.

Our mission is to democratize premium travel and make first class accessible to those shaping the world.