Ground Experience Manager, Latin America

Jacada Travel

Ground Experience Manager at Jacada Travel providing real-time support to clients on trips. Managing client travel experience and collaborating with global teams while working remotely from Latin America.

Posted 6/6/2026full-timeRemote • 🇲🇽 MexicoMid-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
Logging all client contacts and issues in our CRM
Monitoring active bookings for potential issues
Feeding back trends, recurring issues, and DMC performance to the wider team

Requirements

What you’ll need

A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service
Exceptionally calm and reassuring under pressure
Flawless written and spoken English
Fluent Spanish is preferred
Highly organised, able to manage multiple live client situations simultaneously
Good at systems

Benefits

Comp & perks

25 days of paid annual leave in addition to bank holidays
Mental Wellbeing Support
Comprehensive training program
Opportunities for growth
Agile hours
Private Medical Care

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

calm under pressurereassuringhighly organisedmanage multiple situationsflawless written Englishflawless spoken Englishfluent Spanish