Ground Experience Manager – Asia Pacific

Jacada Travel

Ground Experience Manager overseeing client experiences and managing travel operations. Providing real-time support to elevate clients' travel experiences remotely from Vietnam, Cambodia, or Indonesia.

Posted 6/6/2026full-timeRemote • 🇻🇳 VietnamMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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 on behalf of clients.
Monitoring active bookings for potential issues and acting proactively.
Working closely with Travel Designers, Product, and management to collate and action during- and post- trip feedback.

Requirements

What you’ll need

A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service, ideally in luxury travel, hospitality, or a premium service environment.
Exceptionally calm and reassuring under pressure.
A confident and independent decision-maker.
Flawless written and spoken English.
Highly organised, able to manage multiple live client situations simultaneously.
Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision.

Benefits

Comp & perks

25 days of paid annual leave in addition to bank holidays.
Access to resources such as mental health first-aiders and dedicated Employee Assistance Programs (EAPs).
Comprehensive training program during initial three weeks, with ongoing training opportunities.
Flexible working hours to support work-life balance.
Social activities and events including shuffleboard, BBQ boat outings, and virtual cooking classes.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

client-facingcomplaints handlingcustomer servicecalm under pressuredecision-makingwritten communicationspoken communicationorganisational skillsmultitaskingremote work