Ground Experience Manager, Latin America
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Job Description
Ground Experience Manager at Jacada Travel providing real-time support to clients on trips. Managing client travel experience and collaborating with global teams while working remotely from Latin America.
Responsibilities:
- Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift
- Proactively reaching out to clients multiple times during their trip
- Liaising with DMCs and ground operators to resolve issues quickly
- Logging all client contacts and issues in our CRM
- Monitoring active bookings for potential issues
- Feeding back trends, recurring issues, and DMC performance to the wider team
Requirements:
- A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service
- Exceptionally calm and reassuring under pressure
- Flawless written and spoken English
- Fluent Spanish is preferred
- Highly organised, able to manage multiple live client situations simultaneously
- Good at systems
Benefits:
- 25 days of paid annual leave in addition to bank holidays
- Mental Wellbeing Support
- Comprehensive training program
- Opportunities for growth
- Agile hours
- Private Medical Care
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