Client Service Team Lead - Luxury Travel

About Frontier:

At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies.

About Ascend

Ascend helps founders, investors, and executives book international business and first-class flights at unbeatable rates — often 30–80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.

We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and have 5x’d our revenue year-over-year. We’re currently at $22M+ ARR and growing fast.

Our mission is to democratize premium travel and make first class accessible to those shaping the world.

Our clients — founders, investors, and executives from venture capital, family offices, private equity, and beyond — expect exceptional service delivered with speed, accuracy, and sophistication.

The Role

We’re looking for an experienced luxury travel professional who combines search expertise, exceptional client communication, and leadership to deliver five-star service at scale.

You’ll lead a team of Client Service Members while personally handling VIP and high-complexity clients. You’ll own the complete client journey from intake through delivery, coach your team daily, and ensure every interaction reflects Ascend's commitment to effortless luxury.

What You’ll Do

Client Service & Optimization

Personally handle VIP, B2B, Investor, and Premier clients requiring industry experience and escalation tactics.

Master complex travel optimization using award programs, creative routing, and premium fare strategies.

Build polished quotes with clear reasoning, value explanations, and trade-off analysis.

Maintain 95%+ SLA adherence and 98%+ quote accuracy across your team’s work.

Team Leadership

Lead and coach 3–5 Client Service Members with daily feedback and real-time problem-solving.

Supervise all client searches and communications during your shift.

Run weekly team reviews to improve search quality and communication.

Identify when team members need support or are ready for more complex work.

Operational Excellence

Ensure seamless handovers between teams and shifts.

Collaborate with Ticketing and Trip Fulfillment teams on bookings and confirmations.

Propose search optimizations and training improvements.

Handle escalations with empathy and confidence.

What You Bring

Must Have:

3+ years in luxury travel, premium concierge, or high-touch client service.

Deep expertise with Sabre GDS — proficient in flight search, fare rules, and creative routing.

Experience with mileage programs and premium booking methods.

Excellent written communication — your quotes are clear, polished, and reflect luxury standards.

Proven track record of meeting 95%+ SLA or quality standards.

Leadership or mentoring experience — you’ve coached other