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Client Service Team Lead Position - India

Ascend -
Delhi

Quick apply

Job details

Full-time

Qualifications

Hospitality
Mentoring
B2B
Leadership
Communication skills

Full job description

Client Service Team Lead | Remote | Luxury Travel

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 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 Role

We'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 Bring

Must 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 Ascend

Clear 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.Compensation is reviewed based on performance, with clear milestones tied to progression.

Work-life balance

Predictable scheduling- you'll know your shift in advance
Clean transitions between shifts
Global team- talented colleagues across continents.
Merit based performance incentives.In addition to your base salary, you are 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.

What Success Looks Like

First 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 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 You'll 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.

Quick apply

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