Client Service Member -Latin America(Remote)

Ascend • Brazil, IN

13d • Remote

About The Position

Ascend is a fast-growing luxury travel company that helps founders, investors, and executives book international business and first-class flights at significantly reduced rates. Utilizing proprietary booking methods and providing 24/7 personal service via WhatsApp, Ascend has achieved substantial revenue growth and is backed by Bessemer Venture Partners. The company's mission is to make first-class travel accessible to influential individuals. Ascend serves high-expectation clients who demand fast, accurate, and polished service, trusting the company to consistently deliver exceptional results.

Requirements

• 2+ years in travel operations, luxury hospitality, or high-touch client service.
• Mandatory hands-on Sabre GDS experience for flight search and booking.
• Excellent written communication skills, producing clear, professional, and personal client messages.
• Strong attention to accuracy, maintaining 98%+ accuracy while working quickly.
• Ability to manage multiple client requests simultaneously and meet tight SLAs.
• Collaborative mindset, with clean work handoffs and proactive team communication.

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 finding creative routing solutions.

Responsibilities

• Execute searches across multiple booking strategies including award travel, mileage and loyalty program redemptions, creative routing, and premium fare inventory.
• Identify the best available flight options for clients, considering routes, fare classes, and availability to meet their specific goals.
• Apply knowledge of fare rules and availability to find accurate and creative travel solutions.
• Document complete pricing details, fare rules, and booking requirements in workflow systems.
• Build polished, well-structured quotes with clear reasoning, explaining the chosen route, fare rules, pros and cons, and availability considerations.
• Deliver quotes within Service Level Agreement (SLA) targets (5 minutes for short-haul, 25 minutes for long-haul/complex itineraries).
• Present flight options in a clear and confident manner to facilitate client decision-making.
• Acknowledge new client messages within 30 seconds.
• Maintain proactive, high-touch communication throughout the search and booking process.
• Confirm key client preferences such as cabin class, routing, loyalty programs, and flexibility before quoting.
• Handle follow-up questions, clarifications, and booking confirmations professionally and warmly.
• Maintain 100% accuracy in workflow systems and client records, updating task status, notes, and preferences in real time.
• Ensure seamless handovers to Ticketing and Trip Fulfillment teams.
• Document all key client interactions and decisions for team context.
• Escalate VIP, high-complexity, or time-sensitive requests to the Team Lead immediately.
• Flag pricing anomalies, policy concerns, or system issues.
• Participate in quality audits and apply feedback for continuous improvement.

Benefits

• Clear growth path with opportunities for promotion from within.
• Opportunity to contribute to refining company processes and tools.
• Daily coaching and specific feedback from a Client Service Team Lead.
• Quarterly performance reviews with development plans.
• Access to comprehensive training materials and documentation.
• Team culture that values knowledge sharing and mutual support.
• Predictable scheduling with shifts known in advance.
• Clean shift handovers to ensure work-life balance.
• Global team with colleagues across continents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed