Ground Experience Manager, Europe and the Middle East

This is a fully remote position, open to applicants in Egypt.

📋 Description

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

• Proactively communicating with clients several times throughout their trip.

• Coordinating with DMCs and ground operators to swiftly resolve issues on behalf of clients.

• Documenting all client interactions and issues in our CRM, categorizing and escalating as necessary.

• Monitoring ongoing bookings for potential issues and taking proactive measures.

• Collaborating closely with Travel Designers, Product, and management to gather and implement trip feedback.

• Regularly reporting trends, recurring issues, and DMC performance to the broader team.

⛳️ Requirements

• At least 5 years of experience in client-facing complaint resolution or high-stakes customer service, preferably in luxury travel, hospitality, or a premium service context.

• Exceptionally calm and reassuring when under pressure.

• Perfect written and spoken English skills.

• Dependable and consistent in performance.

• Highly organized, with the ability to manage multiple live client situations simultaneously while maintaining quality.

• Comfortable working remotely and independently, demonstrating the discipline to achieve high standards without direct supervision.

• Proficient with systems.

🏝️ Benefits

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

• Access to resources for mental well-being and mental health first-aiders.

• Dedicated Employee Assistance Programs (EAPs).

• Meditation sessions on Mondays.

• Comprehensive training program during the initial three weeks.

• Ongoing support for career development and opportunities for advancement.

• Flexible working hours.

• Option for remote work.

• Quarterly social activities organized for team bonding.

• Private medical care for UK employees.

• Dog-friendly office policy.

• Cycle to Work Scheme (UK).

• Season Ticket Policy (UK).