Concierge Manager Position - Latin America (Remote)

Ascend • Brazil, IN

1d • Remote

About The Position

Ascend is seeking an experienced luxury service leader to manage shift-level operations across Client Service, Ticketing, and Trip Fulfillment. The Concierge Manager leads three Team Leads who oversee specialists across those functions and is accountable for five-star client experiences, smooth shift operations, and team development. The role combines systems thinking with empathetic leadership and includes direct responsibility for shift decisions, client escalations, service quality, operational metrics, and process improvement.

This is a remote, independent contractor engagement with Ascend, a remote-first global company serving founders, investors, and executives with international business- and first-class travel bookings. The role supports 24/7 client service operations through rotating shifts, which may include overnight work, weekends, and public holidays. Schedules and weekly days off are planned in advance wherever possible. Compensation is consolidated, stated in USD and paid in local currency; the posting does not specify a compensation amount. The role does not include medical insurance or similar statutory benefits at this stage. Contractors manage applicable taxes, filings, and local compliance requirements.

Success involves leading shifts independently, maintaining at least 95% SLA adherence and 98% data accuracy, developing Team Leads, and identifying and implementing measurable operational improvements. The role has a stated progression path from Concierge Manager to Senior Concierge Manager, Associate Director, and Director.

Requirements

• At least 4 years of experience in luxury travel, hospitality, or high-touch service operations; the posting invites applicants to apply even if they have fewer years but are confident in their skills.
• At least 2 years in a leadership or management role involving coaching and developing a team.
• Strong Sabre GDS proficiency, including comfort with fare rules, complex routing, and ticketing sufficient to support and quality-check team work.
• Data-driven leadership approach, using metrics to identify trends, validate changes, and hold the team to clear standards.
• Excellent written and verbal communication skills, including coaching clearly, writing polished client messages, and presenting confidently to leadership.
• Composure under pressure and ability to provide a calm, steady presence.
• Ability to work rotating shifts supporting 24/7 operations; shifts may include overnight work, weekends, and public holidays.
• As an independent contractor, ability to manage applicable local taxes, filings, and compliance requirements.

Nice To Haves

• Experience with international business-class or first-class bookings, or award travel programs.
• Familiarity with Asana, Periskope, Stripe, or similar workflow and CRM platforms.
• A record of building or improving operational processes, SOPs, or training programs.
• Experience managing remote, global teams across time zones.
• Background with luxury hospitality brands, such as premium hotels or high-end concierge services.
• Experience turning around an underperforming team or operation, with specific changes and results to demonstrate.
• A reputation for developing colleagues and spotting and resolving problems before they affect clients.
• Ability to improve processes without losing the human element of premium service, and to be hands-on when needed while fostering team ownership.

Responsibilities

• Manage three Team Leads across Client Service, Ticketing, and Trip Fulfillment.
• Coach Team Leads with direct, specific feedback and develop their leadership judgment and confidence.
• Build a shift culture centered on ownership, accuracy, and client empathy.
• Conduct regular performance reviews that clarify performance and development opportunities.
• Direct client-facing operations during assigned shifts, making real-time decisions and setting priorities.
• Allocate team resources, manage escalations from Team Leads, and resolve complex situations before they affect clients.
• Ensure complete and effective handovers between shifts.
• Maintain 95% or higher SLA adherence and 98% or higher data accuracy through team management and systems.
• Own the end-to-end client experience during the shift, including requests, quotes, bookings, and follow-ups.
• Personally handle VIP clients and high-complexity situations requiring senior judgment.
• Ensure clients receive proactive updates, creative solutions, and consistently exceptional service.
• Use service recovery situations to strengthen client relationships.
• Submit at least two documented process improvements per month to increase efficiency or quality.
• Identify patterns in client feedback, system performance, and team errors, and address them systematically.
• Partner with the Process Management team and other functions to streamline workflows.
• Use data to make decisions, validate improvements, and demonstrate impact.
• Collaborate with Product, Operations, and Leadership to implement systems and maintain consistency as the company scales.
• Represent client and team perspectives in strategic discussions and contribute insights to global growth.

Benefits

• Merit-based performance incentives.
• Predictable scheduling, with shifts known in advance where possible.
• Structured handovers intended to avoid staying late.
• Clear growth path from Concierge Manager to Senior Concierge Manager to Associate Director to Director, with promotion based on demonstrated performance and impact.
• Support from a Head of People, a Process Management team, regular performance reviews, and clear metrics and feedback.
• Learning opportunities in advanced travel optimization, global team leadership, cross-functional collaboration, and operational leadership.
• Remote-first work environment with colleagues across continents.

What This Job Offers

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