Ground Experience Manager – Asia Pacific

This is a fully remote position, open to applicants in Australia, +1 more state.

📋 Description

• Deliver real-time assistance to clients on active trips through WhatsApp, phone, and email during your shift, with a response time expectation of 15–30 minutes.

• Actively reach out to clients multiple times throughout their journeys to ensure they feel supported.

• Coordinate with DMCs and ground operators to swiftly resolve client issues.

• Record client interactions and issues in the CRM, categorizing and escalating them as necessary.

• Keep an eye on active bookings for potential issues such as flight delays, weather conditions, and local disruptions.

• Take proactive steps to mitigate issues during live trips.

• Collaborate with Travel Designers, Product, and management to gather and act on feedback during and after trips.

• Share trends, recurring issues, and DMC performance insights with the broader team.

• Engage in handovers, training, and teamwork during schedule overlaps.

• Provide coverage for a colleague's annual leave once a year, with the possibility of working up to 11 consecutive days during the quieter season.

⛳️ Requirements

• At least 5 years of experience in client-facing complaint resolution or high-pressure customer service.

• Experience preferably in luxury travel, hospitality, or a premium service setting.

• Exceptional written and spoken English skills.

• Proficiency in Japanese is highly desirable.

• Ability to maintain composure and offer reassurance under pressure.

• Confident and independent decision-making skills.

• Dependability and consistency in work performance.

• Strong organizational skills and the capability to manage multiple live client situations at once.

• Comfortable working remotely and independently without direct supervision.

• Proficient with systems and technology.

• Ability to actively listen and communicate with empathy and self-awareness.

• An inquisitive and open-minded approach to challenges.

• Skill in producing clear, actionable insights and implementing prompt, effective solutions.

• Willingness to learn and adapt.

• Flexibility to take on diverse tasks and support colleagues.

• A big-picture perspective.

• Ability to work collaboratively in a self-directed environment.

• Passion for travel and interest in learning about local cultures.

• Commitment to conservation and travel that has a positive impact.

• Availability to work the fixed rotating schedule: UTC 8PM–4AM, corresponding to 8AM–4PM New Zealand time.

• Willingness to work a seven-days-a-week schedule shared with another team member.

🏝️ Benefits

• 25 days of paid annual leave in addition to public holidays.

• Flexible working hours.

• Access to mental health first-aiders.

• Dedicated Employee Assistance Programs (EAPs).

• Bupa Mental Health support for employees based in the UK.

• Monday meditation sessions.

• Comprehensive training program during the initial three weeks.

• Continuous training and career development opportunities.

• Career advancement possibilities.

• Optional quarterly team social events.

• Annual summer and winter soirées for both in-office and remote team members.

• Relaxed dress code.

• Private medical care for employees residing in the UK.

• Dog-friendly office environment.

• Cycle to Work Scheme (UK).

• Season Ticket Policy (UK).