Concierge Manager | Remote | Luxury Travel Leadership
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 looking for an experienced luxury
service leader who wants to build world-class operations and grow
their impact at a fast-moving company. As Concierge Manager, you
own shift-level operations across four core functions: Client
Service, Ticketing, Trip Fulfillment, and Quality Assurance. You
lead Team Leads who manage specialists across each function. You
are responsible for making sure every client receives a five-star
experience, every shift runs smoothly, and every team member is
growing under your leadership. This is a role for someone who
thinks in systems but leads with people. Process without empathy is
just bureaucracy. You bring both. What you'll do: Lead and Develop
Your Team Manage 3-4 Team Leads across Client Service, Ticketing,
Trip Fulfillment, and Quality Assurance Coach Team Leads daily with
direct, specific feedback that builds their judgment and confidence
as leaders Build a shift culture where ownership, accuracy, and
client empathy are the baseline, not the exception Conduct regular
performance reviews that give team members clarity on where they
stand and what comes next Own Shift Operations Direct all
client-facing operations during your shift with real-time
decision-making Allocate resources, manage escalations, and resolve
complex issues with calm confidence Ensure seamless handovers
between shifts- nothing falls through the cracks Maintain 95%+ SLA
adherence and 98%+ data accuracy through effective systems and team
management Deliver Exceptional Client Experiences Own the
end-to-end client journey for your shift- every request, quote,
booking, and follow-up Personally handle VIP clients and
high-complexity situations requiring senior judgment Ensure clients
receive timely updates, proactive solutions, and service exceeding
expectations Turn service recovery moments into opportunities that
strengthen client relationships Drive Process Excellence Submit at
least 2 documented process improvements per month that increase
efficiency or quality Spot patterns in client feedback, system
inefficiencies,



and team performance- then solve them
systematically Partner with Process Management and other teams to
streamline workflows Use data to make decisions, validate
improvements, and track impact Collaborate Across Ascend Work
closely with Product, Operations, and Leadership to implement new
systems and scale consistency across shift Represent the voice of
both clients and your team in strategic discussions Contribute
insights that shape how we grow globally while maintaining service
quality What You Bring Must have: 4+ years in luxury travel,
hospitality, or high-touch service operations - Apply even if you
dont have all the experience but are confident in your skillset 2+
years in a leadership or management role- you've coached teams, not
just managed tasks Strong GDS proficiency, ideally Sabre- you're
comfortable with fare rules, complex routing, and ticketing
Data-driven approach- you use metrics to spot trends and improve
performance Excellent written and verbal communication- you can
coach with clarity and write polished client messages Composure
under pressure: when everything is happening at once, you are the
calm and steady presence the team needs Nice to have: Experience
with international business/first-class bookings or award travel
programs Familiarity with tools like Asana, Periskope, Stripe, or
similar workflow/CRM platforms Track record of building or
improving operational processes, SOPs, or training programs
Experience managing remote, global teams Background in luxury
hospitality brands (hotels, premium concierge services) You don't
need to check every box - if you have 80% of the skills and the
drive to learn, we want to hear from you. What Makes You Stand Out
You've turned around an underperforming team or operation (and can
show the metrics) You're known as the manager people want to work
for because you make them better You have a reputation for spotting
issues before they become problems You think in systems but lead
with empathy- process without people is just bureaucracy You're
comfortable being hands-on when needed while developing others to
take ownership Why Ascend Clear growth path Your progression:
Concierge Manager Senior Concierge Manager Associate Director
Director. We promote from within based on demonstrated performance
and impact, not politics or tenure. Build, don't just maintain
We're implementing our concierge framework and career systems right
now. You're not inheriting a rigid legacy system- you're helping
shape how Ascend operations scale globally. Your insights will
directly influence how we work. Real support We hire proficient
people- you won't be carrying underperformers Regular reviews with




clear metrics and feedback Head of People who understands
operations and partners with you Process Management team dedicated
to making your job easier Work-life balance Predictable scheduling-
you'll know your shift in advance Structured handovers so the
incoming manager receives everything they need without you staying
late Global team- talented colleagues across continents Merit-based
performance incentives.This is made up of a base salary of $1,800 -
$2,000/month, plus a profit share - you would be eligible to
receive a 3% company profit share distributed equally across the
team. When Ascend has a strong month, this can add $250 - $500 (or
more) to your monthly take-home Learn while you lead Advanced
travel optimization strategies used by elite professionals How to
lead global teams with shared metrics and real-time decision-making
Cross-functional collaboration with Product, Engineering, and
Operations Operational leadership at a venture-backed company
growing 5x year-over-year What Success Looks Like First 90 days:
You have learned our core systems and tools, including Sabre,
Asana, and our booking platforms. You are leading shifts
independently with 95%+ SLA adherence. You are coaching your Team
Leads with specific, helpful feedback and you have identified your
first improvement opportunity. Within 6-12 months: You are
consistently delivering 95%+ SLA and 98%+ accuracy. Your team
sentiment scores are at 8/10 or above. You have led at least one
initiative that measurably improved client satisfaction or team
efficiency. Your Team Leads are stronger leaders because of your
coaching. 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 Should You Apply? If
you're thinking "I'm not sure I have all the experience listed"-
apply anyway. We're looking for people with 80% of the skills and
100% of the drive to learn. What we care about most: Have you led
teams or operations in a high-touch service setting? Do you
have a track record of meeting or exceeding operational targets?
Can you coach, give feedback, and develop others? Are you excited
about building something excellent from the ground up? If yes, we
want to hear from you. Why You'll Love This Role This is perfect
for someone who: Wants to work directly with founders, investors,
and global business leaders Sees themselves at Ascend for years,
building toward senior leadership Takes pride in building something
excellent Values both high performance and sustainable work
practices Wants to lead a high-performing team that thrives on
excellence and accountability 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.

📌 Concierge Manager Position - India (Remote) (Karnataka)
🏢 Ascend
📍 Karnataka