JoinAscend
Website:
joinascend.com
Job details:
Trip Fulfillment Member | Remote | Luxury Travel
We are a remote-first, globally distributed team and welcome applications from exceptional candidates around the world. Hiring decisions are based on experience, capability, and alignment with our standards not geography
About Ascend
Ascend helps founders, investors, and executives book international business and first-class flights at rates that are typically 30-80% below what you would find on a regular booking site. We combine smart, proprietary booking methods with round-the-clock personal service delivered over WhatsApp.
We've grown from a small team into a global organization of 70+ people, backed by Bessemer Venture Partners, and grown our revenue year-over-year. Our mission is to make first-class travel accessible to the people who are shaping the world.
Our clients are founders, investors, and senior executives who expect fast, accurate, and polished service. They do not chase confirmations. They trust us to get it right every time.
The Role
We are hiring a Trip Fulfillment Member to take a confirmed flight booking and turn it into a complete, polished travel package delivered to the client.
Once a ticket has been issued by the Ticketing team, the booking comes to you. Your job is to build the full itinerary, prepare the invoice, confirm that payment has been received and recorded correctly, and send everything to the client with clarity and warmth. You also coordinate any extras the client needs, such as airport transfers, seat selections, or special meal preferences.
The client has trusted us with a high-value booking. What you send them is the moment they see the result of that trust. Everything needs to be accurate, professional, and exactly what was agreed.
What You'll Do
Building and Delivering the Trip
- Receive each confirmed booking handed over by the Ticketing team and create or update the full trip record in our client management system, including all flight details, passenger information, seat assignments, meal preferences, and frequent flyer numbers
- Prepare invoices using FreshBooks, our billing platform, following your Team Lead's instructions, and hold them for review before sending anything to the client
- Once the itinerary and invoice are approved by your Team Lead, send them to the client with a warm, professional message in Periskope, our client communication platform
- Coordinate any additional services the client has requested, such as airport chauffeur pickups, specific seat selections, or special meals, and record all confirmation details in the client's trip record
Payment Verification
- Before sending any deliverable to a client, confirm that payment has been received and correctly recorded. You will cross-check payment status across our internal systems using details provided by your Team Lead
- Payments at Ascend come in several forms: credit card charges processed through Stripe, bank wire transfers, PayPal, and occasionally cryptocurrency. Each has a specific verification process you will follow, and your Team Lead will confirm the status for each before you proceed
- If the payment record in any system does not match what you expect, flag it to your Team Lead immediately. You do not communicate payment issues directly to the client
Data Accuracy
- Make sure all records in our client management system and billing platform match before any client communication goes out. This includes passenger details, flight information, invoice amounts, and payment status
- Keep records updated in real time throughout your shift. If a booking changes, the record changes immediately
- Ensure no booking task sits unactioned for more than 30 minutes during your shift
Collaboration and Escalation
- Work closely with your Trip Fulfillment Team Lead, who reviews your work, approves client sends, and is there to support you on anything complex
- Coordinate with the Ticketing team on any changes that affect a ticket after issuance, and with the Client Service team on any client-facing updates
- Escalate any payment discrepancy, data mismatch, or client issue to your Team Lead immediately rather than trying to resolve it alone
What You Bring
Must Have
- 1-2+ years in travel operations, hospitality administration, client coordination, or a similar role where managing detailed records across multiple systems was a core part of your work
- Experience creating or managing invoices using a billing tool such as FreshBooks, QuickBooks, or similar platforms
- Familiarity with verifying or reconciling payments across different methods, whether card, bank transfer, or digital payment platforms
- Strong attention to accuracy across multiple tools at the same time: you notice when something does not match, and you investigate rather than ignore it
- Clear, professional written communication: you can write a warm, polished client message without needing a template for every situation
- The ability to manage several tasks at once without losing track of the details, especially during busy shift periods
Nice to Have
- Prior experience using itinerary-building tools such as Travefy, Axus, TravelJoy, Tourwriter, or similar platforms
- Background in luxury hospitality, premium travel, or high-touch client service
- Familiarity with task management tools such as Asana, or CRM and client communication platforms
- Working knowledge of travel-specific passenger details such as Known Traveler Numbers (KTN) or Frequent Flyer Numbers (FFN), which are membership identifiers airlines use to apply benefits and loyalty credits to a booking
- Genuine passion for travel and delivering a seamless experience
You do not need to check every box. If you have 80% of the skills and the drive to learn, we want to hear from you.
Why Ascend
Clear Growth Path
The progression here is: Trip Fulfillment Member to Trip Fulfillment Team Lead to Concierge Manager to Associate Director of Concierge. We promote from within based on performance, not tenure. The operational accuracy, billing discipline, and client communication skills you build in this role are the exact foundation for everything above it.
Build, Don't Just Execute
We are still developing and refining our fulfillment workflows. Your observations on what creates delays, causes data mismatches, or makes the client experience feel anything less than seamless feed directly into how we improve.
Real Support
- A Trip Fulfillment Team Lead who reviews your work, approves client sends, and is there for escalations
- Weekly training sessions and practical service recovery simulations Regular one-on-one conversations with clear, specific feedback
Work-Life Balance
- Full-time role, 5 days per week, on a 8-hour shift including a 1-hour lunch break
- Day or night shift depending on business needs, confirmed in advance
- Shift handovers are clean and structured so you are not picking up a mess when you log in
- A global team with talented colleagues across continents
What Success Looks Like
First 90 days: You are delivering itineraries and invoices to clients within 3 hours of ticket issuance, at a 95% or higher rate. Your trip records are complete and accurate every shift. You are verifying payments correctly and flagging discrepancies before they reach the client. You are building trust with your Team Lead through consistent, reliable work.
Within 6-12 months: You are handling more complex bookings with confidence, contributing process improvements to the team, and demonstrating readiness for greater responsibility.
Our Values
- Customer Obsession: We win when our customers win
- Urgency with Impact: Clients expect answers in minutes, not hours
- Radical Candor: Honest, direct, respectful feedback builds trust
- Ownership: If something breaks, we fix it
- Relentless Excellence: Good enough is never enough
Why You'll Love This Role
This is perfect for someone who:
- Takes genuine pride in being the person who makes the final experience feel seamless for the client
- Is energized by a mix of operational accuracy, billing coordination, and direct client communication
- Wants to work in a high-standard environment where attention to detail is noticed and rewarded
- Sees a clear path to team leadership and wants to start building toward it now
- Loves the idea of working behind the scenes on trips for founders, investors, and executives who expect nothing less than perfect
Engagement Structure, Compensation, Shifts, And Benefits
Ascend is a remote-first, global team. This role is structured as a direct independent contractor engagement, with compensation paid as a consolidated monthly amount in USD.
As this is an independent contractor engagement, the compensation will not follow a traditional local payroll structure or salary breakup. This means statutory deductions or components or other local payroll-linked benefits are not applicable unless specifically required under the terms of engagement or communicated in writing by Ascend. Contractors are responsible for managing any applicable taxes, filings, and compliance requirements in their own location.
This role is part of Ascend's 24/7 client service operations and involves rotating shifts to support clients across different time zones. This may include overnight shifts, weekends, or public holidays depending on business and team scheduling needs. Weekly offs and shift schedules are planned in advance wherever possible and managed fairly across the team.
The consolidated monthly compensation is designed to account for the nature of the role, including rotating shifts and operational coverage requirements. Separate allowances for night shifts, weekends, holidays, overtime, or additional hours are not applicable unless specifically communicated otherwise for a particular role.
At this stage, Ascend does not provide medical insurance, mediclaim, or similar statutory benefits for this role. Further details on leaves, schedules, contractor terms, and applicable policies will be shared during the offer and onboarding process.
Ascend values work-life balance and aims to distribute schedules thoughtfully. At the same time, because this is a client-facing operational role, some flexibility and responsiveness may be required from time to time.
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