Ground Experience Manager – Asia Pacific

Jacada Travel

Ground Experience Manager providing real-time support for Jacada Travel’s personalised luxury trips. Resolving active-trip issues remotely across Eastern Australia or New Zealand.

Posted 8/4/2026full-timeRemote • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in high-stakes customer service and client-facing complaints handling, particularly within luxury travel or premium service environments. Possesses strong communication skills in English and Japanese, with a focus on proactive problem-solving and collaboration.

Highest-signal resume keywords

Client-Facing Complaints HandlingLuxury Travel ExperienceFluent JapaneseCRM Logging and Issue ResolutionStrong Organisation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Calm Under PressureIndependent Decision-MakingActive ListeningEmpathyFlexibility

Tools & Technologies

CRM Software

Industry Keywords

Luxury TravelHospitalityCustomer ServiceTravel SupportCultural Awareness

About the role

Key responsibilities & impact

Provide real-time support to clients on active trips via WhatsApp, phone, and email during the shift, with a 15–30 minute response-time expectation
Proactively contact clients multiple times during their trips to ensure they feel supported
Liaise with DMCs and ground operators to resolve client issues quickly
Log client contacts and issues in the CRM, categorising and escalating as appropriate
Monitor active bookings for potential issues such as delayed flights, weather, and local disruptions
Act proactively to mitigate issues during active trips
Work with Travel Designers, Product, and management to collate and action during- and post-trip feedback
Report trends, recurring issues, and DMC performance to the wider team
Participate in handovers, training, and collaborative work during schedule overlap
Cover the colleague’s annual leave once per year, potentially working up to 11 consecutive working days during the quiet season

Requirements

What you’ll need

Minimum 5 years’ experience in client-facing complaints handling or high-stakes customer service
Experience ideally in luxury travel, hospitality, or a premium service environment
Flawless written and spoken English
Fluent Japanese is highly desirable
Ability to remain calm and reassuring under pressure
Confident and independent decision-making ability
Reliability and consistency
Strong organisation and ability to manage multiple live client situations simultaneously
Comfortable working remotely and independently without direct supervision
Good at systems
Ability to actively listen and communicate confidently with empathy and self-awareness
Curiosity and an open-minded attitude toward challenges
Ability to produce clear, actionable insight and implement quick, effective solutions
Openness to learning and adapting
Flexibility to take on varied tasks and support colleagues
Big-picture mindset
Ability to work collaboratively in a self-directed environment
Enthusiasm for travel and learning about local cultures
Passion for conservation and travel with a positive impact
Ability to work the fixed rotating schedule: UTC 8PM–4AM, corresponding to 8AM–4PM New Zealand time
Availability for a seven-days-a-week schedule shared with another person

Benefits

Comp & perks

25 days of paid annual leave in addition to bank holidays
Agile hours
Mental health first-aiders
Dedicated Employee Assistance Programs (EAPs)
Bupa Mental Health support for employees based in the UK
Monday meditation sessions
Comprehensive training program during the initial three weeks
Ongoing training and career development opportunities
Career progression opportunities
Optional quarterly team socials
Annual summer and winter soirées for in-office and remote team members
Casual dress code
Private medical care for employees living in the UK
Dog-friendly office
Cycle to Work Scheme (UK)
Season Ticket Policy (UK)