Concierge Manager | Remote | Luxury Travel Leadership
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 60+ 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 three core functions: Client Service, Ticketing,
Trip Fulfillment. 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 Team Leads across Client
Service, Ticketing and Trip Fulfillment, 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
decisions and clear priorities Allocate team resources, manage
escalations from Team Leads, and resolve complex situations before
they reach the client Ensure clean, complete handovers between
shifts so the incoming manager has everything they need Maintain
95%+ SLA adherence and 98%+ data accuracy through effective team
management and systems Deliver Exceptional Client Experiences Own
the end-to-end client experience for your shift: every request,
every quote, every booking, and every follow-up Personally handle
VIP clients and high-complexity situations that require senior
judgment Ensure clients receive proactive updates, creative
solutions, and service that consistently exceeds their expectations
Turn service recovery moments into opportunities to deepen client
relationships Drive Process Excellence Submit at least two
documented process improvements per month that increase efficiency
or quality for the team Spot patterns across client feedback,
system performance, and team errors, and address them
systematically rather than reactively Partner with the Process
Management team and other functions to streamline workflows across
the operation Use data to make decisions, validate improvements,
and demonstrate impact Collaborate Across Ascend Work closely with
Product, Operations, and Leadership to implement new systems and
maintain consistency as we scale Represent the voice of both your
clients and your team in strategic conversations Contribute
insights that shape how Ascend grows globally while maintaining the
quality standard clients expect What You Bring Must Have 4+ years
in luxury travel, hospitality, or high-touch service operations.
Apply even if you do not have every year listed but are confident
in your skillset 2+ years in a leadership or management role where




you coached and developed a team, not just managed tasks and
deadlines Solid Sabre GDS proficiency: you are comfortable with
fare rules, complex routing, and ticketing at a level that lets you
support and QA your team's work A data-driven approach to
leadership: you use metrics to spot trends, validate changes, and
hold the team to clear standards Excellent written and verbal
communication: you can coach with clarity, write polished client
messages, and present confidently to leadership 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 class or first-class bookings, or award
travel programs Familiarity with tools like Asana, Periskope,
Stripe, or similar workflow and CRM platforms A track record of
building or improving operational processes, SOPs, or training
programs Experience managing remote, global teams across time zones
Background in luxury hospitality brands such as premium hotels or
high-end concierge services You do not 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 We are especially interested in
candidates who: Have turned around an underperforming team or
operation and can speak to the specific changes they made and the
results they drove Are known as the manager people want to work for
because they genuinely develop the people around them Have a
reputation for spotting problems early and solving them before they
reach the client Think in systems but are not rigid: you improve
processes without losing the human element that makes a service
feel premium Are comfortable being hands-on when the situation
calls for it while consistently pushing ownership down to the team
Why Ascend Clear Growth Path The progression here is: Concierge
Manager to Senior Concierge Manager to Associate Director to
Director. We promote from within based on demonstrated performance
and impact, not politics or tenure. Build, Don't Just Maintain We
are implementing our concierge framework and career systems right
now. You are not inheriting a rigid legacy structure. You are
helping build how Ascend's operations scale globally. Your insights
will have a direct and visible effect on how we work. Real Support
We hire proficient people: you will not be carrying underperformers
Regular performance reviews with clear metrics and honest feedback
A Head of People who understands operations and partners with you A
Process Management team dedicated to making your job easier
Work-Life Balance Predictable scheduling: you will know your shift
in advance Structured handovers so the incoming manager receives
everything they need without you staying late A global team with
talented colleagues across continents Merit-based performance
incentives Learn While You Lead Advanced travel optimization
strategies used by elite professionals in the industry How to lead
global teams using 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, useful feedback and you have identified your
first improvement prospect. 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
are thinking that you may not have all the experience listed, apply
anyway. We are 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 environment? Do you have a
track record of meeting or exceeding operational targets? Can you
coach, give feedback, and genuinely develop other people? Are you
excited about building something excellent rather than maintaining
something average? If the answer to these questions is 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 genuine pride in building
something excellent and watching their team grow Values both high
performance and sustainable, respectful working practices Wants to
lead a high-performing team that holds itself to a standard most
operations never reach 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. Engagement Structure, Compensation, Shifts, and
Benefits Ascend is a remote-first, global team. For candidates
based in India, employment will be through Ascend's designated
Employer of Record (EOR), which will be the legal employer and
administer payroll, applicable statutory deductions, tax deductions
and employment-related compliance. Compensation will be stated in
USD and paid in INR through the EOR's payroll, based on the
applicable conversion arrangement. The salary breakup, statutory
contributions, deductions and payment terms will be detailed in the
employment offer. Any personal income tax return filing obligations
remain the employee's responsibility. This role is part of Ascend's
24/7 client service operations and involves rotating shifts to
support clients across different time zones. This may include
overnight shifts, weekends or public holidays, depending on
business and team scheduling needs. Weekly offs and shift schedules
are planned in advance wherever possible and managed fairly across
the team. The monthly compensation accounts for the rotating shifts
and operational coverage requirements of the role. Separate
allowances for night shifts, weekends, holidays, overtime or
additional hours are not provided unless required by applicable law
or specified in the employment terms. Ascend does not currently
provide additional employer-sponsored medical insurance or
mediclaim for this role beyond any applicable statutory coverage.
Details of leave entitlements, schedules and employment policies
will be shared during the offer and onboarding process. Ascend
values work-life balance and aims to distribute schedules
thoughtfully. At the same time, because this is a client-facing
operational role, some flexibility and responsiveness may be
required from time to time.

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