Ground Experience Manager – Latin America

🕒 Agosto 4

🌐 México, Peru – Remoto

🇲🇽 México – Remoto 🇵🇪 Peru – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Jacada Travel

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2008

🏨 Hospitalidade

📣 Marketing

✈️ Turismo

Hospitality • Marketing • Travel

A Jacada Travel é uma empresa de viagens de luxo que planeja e reserva viagens privadas completamente personalizadas em todo o mundo. Ela cria roteiros únicos e experienciais, com foco em serviço humano, viagens responsáveis/com impacto positivo e profundo conhecimento local; a equipe está distribuída por vários continentes e atende viajantes individuais em busca de experiências sob medida.

Descrição

• Provide real-time support to clients on active trips via WhatsApp, phone, and email during assigned shifts • Respond to clients within the expected 15–30 minute response time • Proactively contact clients multiple times during their trips • Liaise with DMCs and ground operators to resolve client issues quickly • Log, categorise, and escalate client contacts and issues in the CRM • Monitor active bookings for delayed flights, weather, and local disruptions • Work with Travel Designers, Product, and management on during- and post-trip feedback • Report trends, recurring issues, and DMC performance to the wider team • Participate in handovers, training, and collaborative work during shift overlap • Cover a colleague’s annual leave once per year, potentially working up to 11 consecutive days during the quiet season

🎯 Requisitos

• Minimum 5 years’ experience in client-facing complaints handling or high-stakes customer service • Experience ideally in luxury travel, hospitality, or a premium service environment • Exceptionally calm and reassuring under pressure • Confident and independent decision-maker • Flawless written and spoken English • Fluent Spanish preferred • Reliable and consistent • Highly organised and able to manage multiple live client situations simultaneously • Comfortable working remotely and independently without direct supervision • Good at systems • Ability to work the fixed rotating shift pattern • Ability to actively listen and communicate confidently with empathy and self-awareness • Curious and open-minded attitude • Ability to produce clear, actionable insights and implement quick, effective solutions • Openness to learn and adapt • Flexibility to take on varied tasks and support colleagues • Collaborative team-player mindset in a self-directed environment • Interest in local cultures and enthusiasm for travel • Passion for conservation and travel with a positive impact

🏖️ Benefícios

• Agile hours to support work-life balance • Mental health first-aiders • Dedicated Employee Assistance Programs (EAPs) • Bupa Mental Health support for employees based in the UK • Monday meditation sessions • Comprehensive initial three-week training program • Ongoing training and career development opportunities • 25 days of paid annual leave in addition to bank holidays • Ability to work bank holidays and take them later throughout the year • Optional quarterly team socials • Annual summer and winter soirées for in-office and remote team members • Casual dress code • Private medical care for employees living in the UK • Dog-friendly office • Cycle to Work Scheme (UK) • Season Ticket Policy (UK)