Client Service Team Lead Position - India

Ascend

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 29 days ago
  • Apply easily
Client Service Team Lead | Remote | Luxury TravelWe 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 geographyAbout AscendAscend 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.We've 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're 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 RoleWe're looking for an experienced luxury travel professional who combines search expertise, exceptional client communication, and leadership to deliver five-star service at scale.You'll lead a team of Client Service Members while personally handling VIP and high-complexity clients. You'll own the complete client journey from intake through delivery, coach your team daily, and ensure every interaction reflects Ascend commitment to effortless luxury.What you'll 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 team's 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 BringMust have:
  • 3+ years in luxury travel, premium concierge, or high-touch client service
  • Deep proficiency in Sabre GDS: you are comfortable searching for flights, reading and applying fare rules, and finding creative routing solutions that others might miss
  • Experience with airline mileage programs and award travel booking methods
  • Excellent written communication- your quotes are clear, polished, and reflect luxury standards
  • A track record of meeting 95%+ SLA or quality standards
  • Leadership or mentoring experience- you've 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 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.Why AscendClear growth path Your progression: Client Service Team Lead Concierge Manager Senior Manager Associate Director. We promote from within based on performance. You're not just executing- you're helping shape how Ascend Client Service function scales globally.Build, don't just execute We're 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- you'll know your shift in advance
  • Clean transitions between shifts
  • Global team- talented colleagues across continents
What Success Looks LikeFirst 90 days: You are leading your shift independently with 95%+ SLA adherence. You are handling VIP clients with confidence. You are coaching team members with specific, actionable feedback and your team's quote accuracy is at 98%+Within 6-12 months: You are consistently delivering on all quality metrics, you have built strong relationships with key VIP clients, and you have led at least one initiative that measurably improved search quality or team performance.Our ValuesCustomer 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 enoughWhy You'll Love This RoleThis 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 & BenefitsBase Salary: $1,200 - $1,800 USD/month based on geography and relevant experienceBenefits:Travel perks: Access to Ascend at-cost booking for personal travelClear career path with merit-based progressionPerformance-based salary increases as you advanceGlobal collaboration with talented teams

Ascend