[Hiring] Ticketing Team Lead @Ascend

Role Description

We are hiring a Ticketing Team Lead to own the accuracy, speed, and compliance of every flight booking issued during your shift.

Sabre is the booking system at the center of this role. It is a specialized, command-based platform that the global airline industry uses to manage flights, fares, and reservations. You will use Sabre for everything:

• Looking up flights
• Creating and managing booking records
• Pricing fares
• Issuing tickets
• Processing changes
• Handling refunds
• Managing the queue of work your team handles each shift

When a client approves a booking, your team converts that approval into a confirmed, correctly issued airline ticket. You personally handle the most complex and high-value bookings. You also lead, coach, and hold accountable a team of Ticketing Members, ensuring every ticket is right before it moves to the next stage.

What You'll Do

• Ticketing in Sabre
  • Build and manage Passenger Name Records (PNRs) in Sabre.
  • Price itineraries using Sabre's fare pricing tools.
  • Issue electronic tickets (e-tickets) across multiple Pseudo City Codes (PCCs).
  • Process ticket exchanges and reissues.
  • Handle ticket voids and refunds.
  • Manage queue work in Sabre.
  • Identify and act on schedule change notifications from airlines.
• Team Leadership
  • Run daily check-ins with your Ticketing Members.
  • Coach team members on correct Sabre procedures.
  • Spot-check issued tickets each shift.
  • Track error rates across the team.
  • Personally issue all VIP and high-complexity tickets.
• Coordination and Handover
  • Communicate with the Client Service team in real time.
  • Coordinate handover to the Trip Fulfillment team.
  • Submit a clear end-of-shift summary to your Concierge Manager.

Qualifications

• Sabre GDS proficiency is a firm requirement for this role.
• 3+ years of hands-on Sabre ticketing experience.
• Strong working knowledge of fare rules.
• Experience issuing across multiple PCCs and booking types.
• Experience processing voluntary and involuntary exchanges.
• A zero-error mindset on passenger data.
• Experience leading or mentoring others in a ticketing context.
• Composure under pressure.

Requirements

• Background in luxury hospitality or high-end travel service (Nice to Have).
• Experience managing ticketing queues for VIP or high-net-worth clients (Nice to Have).
• Familiarity with task management tools such as Asana (Nice to Have).
• Genuine interest in airline loyalty programs and the mechanics of award travel (Nice to Have).

Benefits

• Clear Growth Path: Progression from Ticketing Team Lead to Concierge Manager to Associate Director of Concierge.
• Build, Don't Just Execute: Your input on error prevention and team training will have a direct impact.
• Real Support: Lead a capable ticketing team and collaborate with your Concierge Manager.
• Work-Life Balance: Know your shift schedule in advance and enjoy clean handovers.

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.