Job Description
About Frontier:
At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies.
Client Service Member | Remote | Luxury Travel
About Ascend
Ascend helps founders, investors, and executives book international business and first-class flights at rates that are typically 30-80% below what you would find on a regular booking site. We combine smart, proprietary booking methods with round-the-clock personal service delivered over WhatsApp.
We have grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and 5x’d our revenue year-over-year. We are at $22M+ ARR and growing fast. Our mission is to make first-class travel accessible to the people who are shaping the world.
Our clients are founders, investors, and senior executives who expect fast, accurate, and polished service. They do not chase confirmations. They trust us to get it right every time.
The Role
We are looking for a Client Service Member who loves the challenge of finding the perfect flight, building a compelling quote, and delivering genuinely personal service to high-expectation travelers.
You will own each client request from start to finish: from reading the initial message and understanding what the client actually needs, through searching for the best options, to writing a polished quote that makes their decision easy. You will work across multiple booking strategies, including award travel, loyalty program redemptions, and premium fare inventory, and you will communicate with clients in a way that always feels warm, fast, and professional.
This is an individual contributor role. You are the person the client interacts with, and your work directly determines the quality of their experience.
Compensation
$700 - $1,200/month USD, depending on location and experience.
Compensation is reviewed based on performance, with clear milestones tied to progression.
What You’ll Do
Search and Optimization
- Execute searches across multiple booking strategies: award travel, mileage and loyalty program redemptions, creative routing, and premium fare inventory
- Identify the best available options for each client, combining routes, fare classes, and availability in ways that genuinely serve their goals, not just the most obvious result • Apply fare rules and availability knowledge to find solutions that are both accurate and creative
- Document complete pricing details, fare rules, and booking requirements in our workflow systems so nothing is lost in handover
Quote Creation and Client Delivery
- Build polished, well-structured quotes that follow Ascend’s standards for tone, clarity, and formatting
- Add clear reasoning to every quote: why this route, what the fare rules mean for the client, the pros and cons of each option, and any availability considerations they need to know about
- Deliver quotes within SLA targets: within 5 minutes for short-haul requests and within 25 minutes for long-haul or complex itineraries
- Present options in a way that makes the client’s decision easy and confident, not overwhelming
Client Communication
- Acknowledge every new client message within 30 seconds so they know it is being handled
- Maintain proactive, high-touch communication throughout the search and booking process
- Confirm key preferences before quoting: cabin class, routing preferences, loyalty program memberships, and any flexibility on dates or connections
- Handle follow-up questions, clarifications, and booking confirmations with professionalism and genuine warmth
Data Accuracy and Handovers
- Maintain 100% accuracy across all workflow systems and client records: task status, client notes, booking details, and preferences updated in real time
- Ensure seamless handovers to the Ticketing and Trip Fulfillment teams so the client’s experience does not have any gaps
- Document all key client interactions and decisions so the team has full context at every stage
Escalation and Quality
- Escalate VIP, high-complexity, or time-sensitive requests to your Team Lead immediately, rather than attempting to handle them alone
- Flag pricing anomalies, policy concerns, or system issues when you spot them • Participate in quality audits and apply feedback to continuously improve your work
What You Bring
Must Have
- 2+ years in travel operations, luxury hospitality, or high-touch client service where you understand what premium service actually feels like from the client’s side • Hands-on Sabre GDS experience is mandatory for this role. You must already be comfortable using Sabre for flight search and booking. This is not a skill we can train from scratch
- Excellent written communication: your client messages are clear, professional, and feel personal, not like they came from a template
- Strong attention to accuracy: you maintain 98%+ accuracy even when you are moving quickly across multiple requests
- The ability to manage multiple client requests simultaneously while meeting tight response and delivery SLAs
- A collaborative mindset: you hand off work cleanly, communicate proactively with your team, and treat handovers as a responsibility, not an afterthought
Nice to Have
- Experience with airline mileage programs, award travel, or loyalty points optimization • Familiarity with premium booking platforms, workflow tools, or CRM systems • Background in luxury travel agencies, premium concierge services, or high-end hospitality
- Experience handling high-net-worth or VIP clients
- Genuine passion for travel and for finding creative routing solutions that others miss
You do not need to check every box. If you have 80% of the must-have skills and genuine enthusiasm to learn, we want to hear from you.
