Ground Experience Manager, Latin America

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

📋 Description

• Delivering real-time assistance to clients on active trips through WhatsApp, phone, and email during your shift

• Actively reaching out to clients multiple times throughout their journey

• Coordinating with Destination Management Companies (DMCs) and ground operators to swiftly address issues

• Recording all client interactions and issues in our Customer Relationship Management (CRM) system

• Monitoring current bookings for potential challenges

• Providing feedback on trends, recurring issues, and DMC performance to the broader team

⛳️ Requirements

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

• Exceptionally composed and reassuring when under pressure

• Impeccable written and verbal English skills

• Proficiency in Spanish is preferred

• Highly organized, with the ability to handle multiple live client situations at once

• Proficient with systems

🏝️ Benefits

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

• Support for mental wellbeing

• Comprehensive training program

• Opportunities for professional growth

• Flexible hours

• Private medical care