Client Service Team Lead - Luxury Travel

2 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Personally handle VIP, B2B, investor, and premier client requests requiring advanced travel expertise and escalation management.
  • Optimize complex travel searches using award programs, creative routing, and premium fare strategies.
  • Build polished quotes with clear explanations, value justification, and trade-off analysis.
  • Maintain 95%+ SLA adherence and 98%+ quote accuracy across the team’s work.
  • Lead and coach 3–5 Client Service Members with daily feedback and real-time problem-solving.
  • Supervise client searches and communications during your shift.
  • Run weekly team reviews to improve search quality and communication.
  • Ensure seamless handovers between teams and shifts.
  • Collaborate with Ticketing and Trip Fulfillment teams on bookings and confirmations.
  • Handle escalations with empathy and confidence while proposing process and training improvements.

Requirements

  • 3+ years of experience in luxury travel, premium concierge, or high-touch client service.
  • Deep expertise with Sabre GDS, including flight search, fare rules, and creative routing.
  • Experience with mileage programs and premium booking methods.
  • Excellent written communication with the ability to produce clear, polished quotes.
  • Proven track record of meeting 95%+ SLA or quality standards.
  • Leadership or mentoring experience, including informal coaching of others.
  • Ability to stay calm under pressure and prioritize effectively when requests pile up.
  • Background in luxury hospitality or high-end concierge services is preferred.
  • Experience with VIP or high-net-worth clients is preferred.
  • Familiarity with workflow tools, mileage platforms, or CRM systems is preferred.

Benefits

  • Base pay of $1,200–$1,600 per month USD, depending on location and experience.
  • 3% company profit share, which can add $250–$500+ in strong months.
  • Compensation reviews tied to performance and progression milestones.
  • Access to at-cost Ascend booking for personal travel.
  • Clear career path with merit-based progression.
  • Performance-based salary increases as you advance.
  • Global collaboration with talented teams.
  • Predictable scheduling with shifts known in advance.

Interested in this position?

Apply directly on the company website

Apply Now

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