Ground Experience Manager, Latin America

🕒 June 6

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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 • Logging all client contacts and issues in our CRM • Monitoring active bookings for potential issues • Feeding back trends, recurring issues, and DMC performance to the wider team

🎯 Requirements

• A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service • Exceptionally calm and reassuring under pressure • Flawless written and spoken English • Fluent Spanish is preferred • Highly organised, able to manage multiple live client situations simultaneously • Good at systems

🏖️ Benefits

• 25 days of paid annual leave in addition to bank holidays • Mental Wellbeing Support • Comprehensive training program • Opportunities for growth • Agile hours • Private Medical Care