Ground Experience Manager – Asia Pacific

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Jacada Travel

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

👥 B2C

B2C

Jacada Travel is a luxury travel company that designs and books completely personalised private trips worldwide. It curates one‑of‑a‑kind, experiential itineraries with a focus on human-led service, responsible/positive-impact travel, and deep local knowledge; the team is distributed across multiple continents and serves individual travellers seeking bespoke experiences.

📋 Description

• Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift. • Proactively reaching out to clients multiple times during their trip. • Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients. • Monitoring active bookings for potential issues and acting proactively. • Working closely with Travel Designers, Product, and management to collate and action during- and post- trip feedback.

🎯 Requirements

• A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service, ideally in luxury travel, hospitality, or a premium service environment. • Exceptionally calm and reassuring under pressure. • A confident and independent decision-maker. • Flawless written and spoken English. • Highly organised, able to manage multiple live client situations simultaneously. • Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision.

🏖️ Benefits

• 25 days of paid annual leave in addition to bank holidays. • Access to resources such as mental health first-aiders and dedicated Employee Assistance Programs (EAPs). • Comprehensive training program during initial three weeks, with ongoing training opportunities. • Flexible working hours to support work-life balance. • Social activities and events including shuffleboard, BBQ boat outings, and virtual cooking classes.