Client Service Team Lead Position Philippines

Client Service Team Lead Remote Luxury Travel

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.

Weve grown from 12 to 66 people in just over a year backed by Bessemer Venture Partners and 5xd our revenue year-over-year. Were 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

Were looking for an experienced luxury travel professional who combines search expertise exceptional client communication and leadership to deliver five-star service at scale.

Youll lead a team of Client Service Members while personally handling VIP and high-complexity clients. Youll own the complete client journey from intake through delivery coach your team daily and ensure every interaction reflects Ascend commitment to effortless luxury.

What youll do :

Client Service & Optimization

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 teams work

Team Leadership

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

Operational Excellence

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

What You Bring

Must have :

3 years in luxury travel premium concierge or high-touch client service

Deep expertise with Sabre GDS- youre 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- youve coached others even informally

Calm under pressure- you prioritize effectively when requests pile up

Nice to have :

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

You dont need to check every box - if you have 80% of the skills and the drive to learn we want to hear from you.

Why Ascend

Clear growth path Your progression : Client Service Team Lead Concierge Manager Senior Manager Associate Director. We promote from within based on performance. Youre not just executing- youre helping shape how Ascend Client Service function scales globally.

Build dont just execute Were 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- youll know your shift in advance

Clean transitions between shifts

Global team- talented colleagues across continents

What Success Looks Like

First 90 days : Lead your shift independently with 95% SLA adherence handle VIP clients with confidence begin coaching team members effectively and achieve 98% quote accuracy.

Within 6-12 months : Consistently deliver quality metrics build strong VIP client relationships lead at least one initiative that improves search quality or team performance and receive strong team sentiment scores.

Our Values

Customer Obsession - We win when our customers win

Urgency with Impact - Clients expect answers in minutes not hours

Radical Candor - Honest direct respectful feedback builds trust

Ownership - If something breaks we fix it

Relentless Excellence - Good enough is never enough

Why Youll Love This Role

This is perfect for someone who :

Wants to work with founders investors and global business leaders

Sees themselves at Ascend for years building toward management roles

Takes pride in delivering exceptional experiences and developing others

Values coaching and building team capability

Wants to master advanced travel optimization strategies

Ascend is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other protected characteristic.

Compensation & Benefits

Base Salary : $1200 - $1800 USD / month based on geography and relevant experience

Benefits :

Travel perks : Access to Ascend at-cost booking for personal travel

Clear career path with merit-based progression

Performance-based salary increases as you advance

Global collaboration with talented teams

Key Skills

Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 1200 - 1800