Ticketing Team Lead - Latin America(Remote)

Ascend•Brazil, IN

3d•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 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 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, and managing the queue of work your team handles each shift. If you are not already confident in Sabre, this role is not the right fit. Proficiency in Sabre is not something we can train from scratch here. 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, and you make sure every ticket is right before it moves to the next stage.

Requirements

Sabre GDS proficiency is a firm requirement for this role. You need to be comfortable working in Sabre's command-line environment, not just a graphical front-end. This means you can build and modify PNRs, price itineraries, issue tickets, process exchanges and reissues, handle voids and refunds, and manage queues, all with confidence and speed
3+ years of hands-on Sabre ticketing experience, ideally in a travel agency, airline, or travel management company where you personally issued tickets daily
Strong working knowledge of fare rules: you understand what makes a fare non-refundable or non-changeable, how penalties are calculated, how minimum and maximum stay conditions work, and how to read a fare note in Sabre to confirm the conditions before issuing
Experience issuing across multiple PCCs and booking types, including at least one of: airline miles or points redemption bookings, bank or credit card loyalty program bookings, or negotiated net fares
Experience processing voluntary exchanges (client-initiated changes) and involuntary exchanges (airline-initiated changes, such as a schedule change or cancellation), including calculating any fare difference and applying the correct endorsement
A zero-error mindset on passenger data: you know that a misspelled name, wrong date of birth, or incorrect frequent flyer number on a ticket can render it unusable or require costly corrections
Experience leading or mentoring others in a ticketing context, even informally
Composure under pressure: when multiple bookings need urgent attention at once, you stay systematic and make the right calls

Nice To Haves

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

Responsibilities

Build and manage Passenger Name Records (PNRs) in Sabre.
Price itineraries using Sabre's fare pricing tools, including stored price quotes (PQs), to confirm the correct fare before ticketing
Issue electronic tickets (e-tickets) across multiple Pseudo City Codes (PCCs), which are the different booking accounts within Sabre used for different booking types, including award redemptions, credit card program bookings, and standard cash fares
Process ticket exchanges and reissues when a client changes their itinerary, applying the correct fare difference and change fee calculations in Sabre
Handle ticket voids (cancellations made the same day as issuance) and refunds, following airline-specific rules for what is refundable and how residual amounts are handled
Manage queue work in Sabre, which is how booking tasks, schedule change alerts, and airline messages arrive to the team throughout the shift
Identify and act on schedule change notifications from airlines, assess the impact on the client's booking, and reissue or reprotect where needed
Run daily check-ins with your Ticketing Members, assign the queue based on urgency and capacity, and rebalance workload in real time when volume spikes
Coach team members on correct Sabre procedures, PCC-specific rules, common error prevention, and how to handle different booking types
Spot-check issued tickets each shift: verify ticket numbers, fare basis codes, passenger details, and endorsement fields are all accurate and consistent with the approved booking
Track error rates across the team and step in with targeted retraining when mistakes occur
Personally issue all VIP and high-complexity tickets
Communicate with the Client Service team in real time for hold extensions (holds are time-limited Sabre reservations that must be either issued or released before they expire) or last-minute booking instructions
Coordinate handover to the Trip Fulfillment team immediately after ticketing so the itinerary and invoice reach the client without delay
Submit a clear end-of-shift summary to your Concierge Manager covering tickets issued, active holds, any schedule changes handled, and quality issues