Senior Travel Concierge

We're looking for a **Senior Travel Concierge** to join a fast-growing tech-enabled travel concierge service built for modern travelers. This is not just a customer-facing role. You will manage your own portfolio of high-touch clients, run shift operations for the team, mentor newer concierges, and be the steady presence that keeps service standards high when things get difficult. Most of your time is still hands-on client work: sourcing hotels, planning trips, responding to messages, and managing relationships from the first message through the moment a traveler gets home. But during your shift you are also responsible for the team hitting its standards. Response times, inbox coverage, message quality, escalations. When something starts to slip, you are the one who notices first and steps in. If you have operated at a high service bar before, write with warmth and precision, stay calm under pressure, and take genuine pride in making people feel cared for, this role is a strong fit. ### Why You'll Want to Join - You will be paid in **USD** (bi-monthly: every 15th and 30th) - **Paid Time Off** in accordance with company policy - Observance of **Holidays** per company guidelines - **100% remote setup** so you can work wherever you're most productive - Work on a service that travelers rave about and help scale it to thousands of customers - Be a key voice in how the team delivers and how newer concierges develop ### What You'll Work On **Client Portfolio Management** - Own a portfolio of high-touch clients including some of the most complex and highest-value relationships - Learn each traveler's preferences, remember the details, and build the kind of rapport that turns one-time trips into long-term relationships - Respond quickly and thoughtfully with initial responses landing within 10 to 20 minutes during your shift - Anticipate needs before clients ask and proactively handle details they would have had to request themselves **Trip Research and Design** - Research and recommend hotels, restaurants, and attractions using AI tools, editorial judgment, and strong research instincts - Build itineraries that match each client's pace, taste, and travel style - Verify every detail including location, timing, availability, and logistics before confirming anything - Stay current on destinations, new openings, airline programs, and loyalty rewards **Shift Leadership and Team Standards** - Run the shared inbox during your shift and ensure messages are picked up on time, handoffs happen cleanly, and nothing slips through - Monitor response times, message quality, and customer satisfaction during your hours on - Flag when something is trending the wrong way, jump in, and escalate when needed - Step in on tricky situations including missed flights, hotel issues, and frustrated travelers as the experienced second voice **Mentorship and Process Contribution** - Help onboard and support newer concierges, answer their questions in the moment, and model what great service looks like in practice - Contribute to playbooks and documentation as you spot recurring patterns or common service recovery situations - Share what works so the whole team gets better over time **Problem-Solving and Communication** - Handle problems with composure: stay calm, present options clearly, and make the client feel taken care of in the hard moments - Write with warmth, clarity, and the right tone for every situation whether confirming a booking or delivering bad news - Know when to be concise, when to add a personal touch, and when a phone call is better than a message ### What You Bring - 2+ years in a high-touch customer experience, hospitality, or client service role - Genuine hospitality mindset: you take pride in making people feel cared for and hold yourself to a high standard - Exceptional written English with the ability to communicate clearly and warmly across every type of message - Composure under pressure: when things go wrong you are the steady presence…