Ground Experience Manager, Europe and the Middle East

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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, with a minimum expectation of a 15-30 minute response time • Proactively reaching out to clients multiple times during their trip • Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients • Logging all client contacts and issues in our CRM, categorising and escalating as appropriate • Monitoring active bookings for potential issues and acting proactively • Working closely with Travel Designers, Product, and management to collate and action trip feedback • Feeding back trends, recurring issues, and DMC performance to the wider team on a regular basis

🎯 Requirements

• 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 • Flawless written and spoken English • Reliable and consistent • Highly organised, able to manage multiple live client situations simultaneously without losing quality • Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision • Good at systems

🏖️ Benefits

• 25 days of paid annual leave in addition to bank holidays • Access to resources for mental well-being and mental health first-aiders • Dedicated Employee Assistance Programs (EAPs) • Meditation sessions on Mondays • Comprehensive training program in initial three weeks • Continuous support for career development and opportunities for growth • Flexible working hours • Option for remote work • Social activities organized quarterly for team bonding • Private medical care for UK employees • Dog-friendly office policy • Cycle to Work Scheme (UK) • Season Ticket Policy (UK)