Client Service Member -Latin America(Remote)

Ascend•Brazil, IN

3d•Remote

About The Position

Client Service Member | Remote | Luxury Travel 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 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: from reading the initial message and understanding what the client actually needs, through searching for the best options, to writing a polished quote that makes their decision easy. You will work across multiple booking strategies, including award travel, loyalty program redemptions, and premium fare inventory, and you will communicate with clients in a way that always feels warm, fast, and professional. This is an individual contributor role. You are the person the client interacts with, and your work directly determines the quality of their experience.

Requirements

2+ years in travel operations, luxury hospitality, or high-touch client service where you understand what premium service actually feels like from the client's side
Hands-on Sabre GDS experience is mandatory for this role. You must already be comfortable using Sabre for flight search and booking. This is not a skill we can train from scratch
Excellent written communication: your client messages are clear, professional, and feel personal, not like they came from a template
Strong attention to accuracy: you maintain 98%+ accuracy even when you are moving quickly across multiple requests
The ability to manage multiple client requests simultaneously while meeting tight response and delivery SLAs
A collaborative mindset: you hand off work cleanly, communicate proactively with your team, and treat handovers as a responsibility, not an afterthought

Nice To Haves

Experience with airline mileage programs, award travel, or loyalty points optimization
Familiarity with premium booking platforms, workflow tools, or CRM systems
Background in luxury travel agencies, premium concierge services, or high-end hospitality
Experience handling high-net-worth or VIP clients
Genuine passion for travel and for finding creative routing solutions that others miss

Responsibilities

Execute searches across multiple booking strategies: award travel, mileage and loyalty program redemptions, creative routing, and premium fare inventory
Identify the best available options for each client, combining routes, fare classes, and availability in ways that genuinely serve their goals, not just the most obvious result
Apply fare rules and availability knowledge to find solutions that are both accurate and creative
Document complete pricing details, fare rules, and booking requirements in our workflow systems so nothing is lost in handover
Build polished, well-structured quotes that follow Ascend's standards for tone, clarity, and formatting
Add clear reasoning to every quote: why this route, what the fare rules mean for the client, the pros and cons of each option, and any availability considerations they need to know about
Deliver quotes within SLA targets: within 5 minutes for short-haul requests and within 25 minutes for long-haul or complex itineraries
Present options in a way that makes the client's decision easy and confident, not overwhelming
Acknowledge every new client message within 30 seconds so they know it is being handled
Maintain proactive, high-touch communication throughout the search and booking process
Confirm key preferences before quoting: cabin class, routing preferences, loyalty program memberships, and any flexibility on dates or connections
Handle follow-up questions, clarifications, and booking confirmations with professionalism and genuine warmth
Maintain 100% accuracy across all workflow systems and client records: task status, client notes, booking details, and preferences updated in real time
Ensure seamless handovers to the Ticketing and Trip Fulfillment teams so the client's experience does not have any gaps
Document all key client interactions and decisions so the team has full context at every stage
Escalate VIP, high-complexity, or time-sensitive requests to your Team Lead immediately, rather than attempting to handle them alone
Flag pricing anomalies, policy concerns, or system issues when you spot them
Participate in quality audits and apply feedback to continuously improve your work