Concierge Manager | Remote | Luxury Travel LeadershipWe are a remote-first, globally distributed team and welcomeapplications from exceptional candidates around the world. Hiringdecisions are based on experience, capability, and alignment withour standards not geography About Ascend Ascend helps founders,investors, and executives book international business andfirst-class flights at rates that are typically 30-80% below whatyou would find on a regular booking site. We combine smart,proprietary booking methods with round-the-clock personal servicedelivered over WhatsApp. We have grown from 12 to 66 people in justover a year, backed by Bessemer Venture Partners, and 5x'd ourrevenue year-over-year. We are at $22M+ ARR and growing fast. Ourmission is to make first-class travel accessible to the people whoare shaping the world. Our clients are founders, investors, andsenior executives who expect fast, accurate, and polished service.They do not chase confirmations. They trust us to get it rightevery time. The Role We are looking for an experienced luxuryservice leader who wants to build world-class operations and growtheir impact at a fast-moving company. As Concierge Manager, youown shift-level operations across four core functions: ClientService, Ticketing, Trip Fulfillment, and Quality Assurance. Youlead Team Leads who manage specialists across each function. Youare responsible for making sure every client receives a five-starexperience, every shift runs smoothly, and every team member isgrowing under your leadership. This is a role for someone whothinks in systems but leads with people. Process without empathy isjust bureaucracy. You bring both. What you'll do: Lead and DevelopYour Team Manage 3-4 Team Leads across Client Service, Ticketing,Trip Fulfillment, and Quality Assurance Coach Team Leads daily withdirect, specific feedback that builds their judgment and confidenceas leaders Build a shift culture where ownership, accuracy, andclient empathy are the baseline, not the exception Conduct regularperformance reviews that give team members clarity on where theystand and what comes next Own Shift Operations Direct allclient-facing operations during your shift with real-timedecision-making Allocate resources, manage escalations, and resolvecomplex issues with calm confidence Ensure seamless handoversbetween shifts- nothing falls through the cracks Maintain 95%+ SLAadherence and 98%+ data accuracy through effective systems and teammanagement Deliver Exceptional Client Experiences Own theend-to-end client journey for your shift- every request, quote,booking, and follow-up Personally handle VIP clients andhigh-complexity situations requiring senior judgment Ensure clientsreceive timely updates, proactive solutions, and service exceedingexpectations Turn service recovery moments into opportunities thatstrengthen client relationships Drive Process Excellence Submit atleast 2 documented process improvements per month that increaseefficiency or quality Spot patterns in client feedback, systeminefficiencies,



and team performance- then solve themsystematically Partner with Process Management and other teams tostreamline workflows Use data to make decisions, validateimprovements, and track impact Collaborate Across Ascend Workclosely with Product, Operations, and Leadership to implement newsystems and scale consistency across shift Represent the voice ofboth clients and your team in strategic discussions Contributeinsights that shape how we grow globally while maintaining servicequality What You Bring Must have: 4+ years in luxury travel,hospitality, or high-touch service operations - Apply even if youdont have all the experience but are confident in your skillset 2+years in a leadership or management role- you've coached teams, notjust managed tasks Strong GDS proficiency, ideally Sabre- you'recomfortable with fare rules, complex routing, and ticketingData-driven approach- you use metrics to spot trends and improveperformance Excellent written and verbal communication- you cancoach with clarity and write polished client messages Composureunder pressure: when everything is happening at once, you are thecalm and steady presence the team needs Nice to have: Experiencewith international business/first-class bookings or award travelprograms Familiarity with tools like Asana, Periskope, Stripe, orsimilar workflow/CRM platforms Track record of building orimproving operational processes, SOPs, or training programsExperience managing remote, global teams Background in luxuryhospitality brands (hotels, premium concierge services) You don'tneed to check every box - if you have 80% of the skills and thedrive to learn, we want to hear from you. What Makes You Stand OutYou've turned around an underperforming team or operation (and canshow the metrics) You're known as the manager people want to workfor because you make them better You have a reputation for spottingissues before they become problems You think in systems but leadwith empathy- process without people is just bureaucracy You'recomfortable being hands-on when needed while developing others totake ownership Why Ascend Clear growth path Your progression:Concierge Manager Senior Concierge Manager Associate DirectorDirector. We promote from within based on demonstrated performanceand impact, not politics or tenure. Build, don't just maintainWe're implementing our concierge framework and career systems rightnow. You're not inheriting a rigid legacy system- you're helpingshape how Ascend operations scale globally. Your insights willdirectly influence how we work.



Real support We hire proficientpeople- you won't be carrying underperformers Regular reviews withclear metrics and feedback Head of People who understandsoperations and partners with you Process Management team dedicatedto making your job easier Work-life balance Predictable scheduling-you'll know your shift in advance Structured handovers so theincoming manager receives everything they need without you stayinglate Global team- talented colleagues across continents Merit-basedperformance incentives.This is made up of a base salary of $1,800 -$2,000/month, plus a profit share - you would be eligible toreceive a 3% company profit share distributed equally across theteam. When Ascend has a strong month, this can add $250 - $500 (ormore) to your monthly take-home Learn while you lead Advancedtravel optimization strategies used by elite professionals How tolead global teams with shared metrics and real-time decision-makingCross-functional collaboration with Product, Engineering, andOperations Operational leadership at a venture-backed companygrowing 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 shiftsindependently with 95%+ SLA adherence. You are coaching your TeamLeads with specific, useful feedback and you have identified yourfirst improvement opportunity. Within 6-12 months: You areconsistently delivering 95%+ SLA and 98%+ accuracy. Your teamsentiment scores are at 8/10 or above. You have led at least oneinitiative that measurably improved client satisfaction or teamefficiency. Your Team Leads are stronger leaders because of yourcoaching. Our Values Customer Obsession - We win when our customerswin Urgency with Impact - Clients expect answers in minutes, nothours Radical Candor - Honest, direct, respectful feedback buildstrust Ownership - If something breaks, we fix it RelentlessExcellence - Positive enough is never enough Should You Apply? Ifyou're thinking "I'm not sure I have all the experience listed"-apply anyway. We're looking for people with 80% of the skills and100% of the drive to learn. What we care about most: Have you ledteams or operations in a high-touch service environment? Do youhave a track record of meeting or exceeding operational targets?Can you coach, give feedback, and develop others? Are you excitedabout building something excellent from the ground up? If yes, wewant to hear from you. Why You'll Love This Role This is perfectfor 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 somethingexcellent Values both high performance and sustainable workpractices Wants to lead a high-performing team that thrives onexcellence and accountability Ascend is an equal opportunityemployer. We evaluate qualified applicants without regard to race,color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, veteran status, or any other protectedcharacteristic.

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