Client Service Team Lead Position- Latin America (Remote)

Ascend•Brazil, IN

2d•Remote

About The Position

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 unbeatable rates- often 30-80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless. We've 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're at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world. Our clients- founders, investors, and executives from venture capital, family offices, private equity, and beyond- expect exceptional service delivered with speed, accuracy, and sophistication. The Role 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. You'll lead a team of Client Service Members while personally handling VIP and high-complexity clients. You'll own the complete client journey from intake through delivery, coach your team daily, and ensure every interaction reflects Ascend commitment to effortless luxury.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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

Benefits

Clear growth path Your progression: Client Service Team Lead Concierge Manager Senior Manager Associate Director. We promote from within based on performance. You're not just executing- you're helping shape how Ascend Client Service function scales globally.
Build, don't just execute We're implementing our concierge framework and career systems now. Your insights on search methodology, training, and client communication will directly influence how we work.
Real support
Lead capable people who want to grow
Partner with your Concierge Manager on team development
Work with Process Management team to improve workflows
Quarterly reviews with clear feedback and development focus
Work-life balance
Predictable scheduling- you'll know your shift in advance
Clean transitions between shifts
Global team- talented colleagues across continents