Client Support Associate

Role Mission

As a Client Support Associate, you are the first line of defense and the "engine room" of our 24/7 client operations. You will manage the full spectrum of luxury travel requests—from complex hotel rebookings and concierge services to intricate air travel and accounting inquiries. This is a high-stakes role requiring a "figure-it-out" factor; you must be a high-agency individual capable of navigating high-emotion, complex situations with calm, ease, and total independence.

Key Responsibilities

• Omni-Channel First Response: Act as the primary point of contact for all incoming calls and emails, handling general inquiries and urgent travel emergencies with equal professionalism and urgency.
• Comprehensive Reservation Management: Execute and modify luxury hotel bookings (Luxury Travel Advisor functions) and coordinate concierge services including transfers, excursions, dining, and spa treatments.
• Air Service Expertise: Manage the booking and rebooking of air services, ensuring seamless transitions for clients, especially during disruptions.
• Primary Ownership of Crisis Resolution: Own the resolution process for "emergency-line" situations, fixing in-travel conflicts (hotels, transport, air, etc.) on your own initiative without needing supervisor intervention or escalation.
• Technical & Financial Accuracy: Operate as an expert in internal booking systems (Amadeus) and handle accounting-related inquiries to ensure all financial records and payments are accurate.
• Luxury Service Delivery: Communicate with high-net-worth clientele using elite-level etiquette, providing a premium service experience that calms high-emotion situations.

Requirements & "Figure-It-Out" Factors

• High Agency: You are a natural problem-solver who takes extreme ownership. You don’t just identify problems; you solve them before anyone else knows they exist.
• Emotional Intelligence: Ability to remain composed and effective when dealing with stressed clients in complex, time-sensitive travel emergencies.
• Technical Proficiency: 2+ years of experience in luxury travel or high-end hospitality. Proficiency in Amadeus or similar GDS, and reservation management systems is required.
• Communication Mastery: Native-level English fluency with the ability to pivot between persuasive sales-minded support and empathetic crisis management.
• Extreme Detail-Orientation: Managing intricate logistics and accounting across multiple time zones requires a passion for accuracy.
• Schedule Flexibility: This is a 24/7 operation; you must be comfortable working non-traditional hours and maintaining flexibility for emergency coverage.

Why This Role?

You aren't just a support agent; you are the guardian of the client experience. You will have the autonomy to make executive decisions that save trips and build lifelong loyalty. If you thrive on complexity and pride yourself on being the person who always has the answer, you belong on this team.

LatAm-based candidates are welcome to apply.

Candidates located outside the United States will be engaged under an independent contractor agreement. You will be responsible for managing your own social security and taxes in accordance with the regulations of your home country. Please take this into consideration before applying.