Ground Experience Manager – Europe

Jacada Travel

Ground Experience Manager enhancing client travel experiences remotely from Egypt, Turkey, or Morocco. Responsible for real-time operations and client support during trips.

Posted 6/6/2026full-timeRemote • 🇹🇷 TurkeyMid-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.
Logging all client contacts and issues in our CRM, categorizing and escalating as appropriate.
Monitoring active bookings for potential issues (delayed flights, weather, local disruptions).

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.
Reliable and consistent with a highly organized approach.
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 mental health resources and Employee Assistance Programs (EAPs).
Comprehensive initial training program and ongoing development opportunities.
Agile hours to support work-life balance.
Social events and activities throughout the year.
Private medical care for UK employees.
Flexible bank holiday schedule.
Dog-friendly office policy.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

client-facingcomplaints handlingcustomer servicecalm under pressuredecision-makingwritten communicationspoken communicationorganizational skillsremote workindependent work