Ground Experience Manager, Asia Pacific

This is a fully remote position, open to applicants in Malaysia, +3 more states.

📋 Description

• Deliver real-time assistance to clients on active trips via WhatsApp, phone, and email during shifts, adhering to a 15–30 minute response-time expectation.

• Proactively reach out to clients several times throughout their trips to ensure continuous support.

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

• Document client interactions and issues in the CRM, ensuring proper categorization and escalation as needed.

• Monitor active bookings for potential challenges such as flight delays, weather conditions, and local disruptions.

• Take proactive steps to prevent or address problems.

• Collaborate with Travel Designers, Product, and management regarding during- and post-trip feedback.

• Report on trends, recurring issues, and DMC performance to the broader team.

• Provide 24/7 regional coverage through a fixed rotating schedule shared with another GEM.

• Cover a colleague’s annual leave once per year for up to 11 consecutive working days during the off-peak season.

⛳️ Requirements

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

• Ideally experienced in luxury travel, hospitality, or a premium service environment.

• Remain exceptionally calm and reassuring under pressure.

• Be a confident and independent decision-maker.

• Possess flawless written and spoken English skills.

• Japanese language proficiency is preferred.

• A strong understanding of Japanese culture is preferred.

• Demonstrate reliability and consistency.

• Highly organized and capable of managing multiple live client situations at once.

• Comfortable working remotely and independently without direct supervision.

• Proficient with various systems.

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

• Maintain a curious and open-minded approach to challenges.

• Capable of developing clear, actionable insights and executing quick, effective solutions.

• Openness to learning and adapting to new situations.

• Flexibility to undertake varied tasks and support colleagues as needed.

• Have a big-picture mindset.

• Be a collaborative team player who can thrive in a self-directed environment.

• Possess a passion for learning about local cultures and enthusiasm for travel.

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

• Availability to work the fixed rotating schedule: GEM 1 Monday–Friday or GEM 2 Thursday–Monday.

🏝️ Benefits

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

• Public holidays can be worked and taken at employees' discretion throughout the year.

• Flexible hours to support work-life balance.

• Access to mental health first-aiders.

• Dedicated Employee Assistance Programs (EAPs).

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

• Meditation sessions every Monday.

• Comprehensive initial three-week training program.

• Continuous training and career development opportunities.

• Opportunities for career progression.

• Optional quarterly team social events.

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

• Casual dress code.