Ground Experience Manager (GEM) – Europe

About the role

The Ground Experience Manager (GEM) is the central point of contact for clients travelling with Jacada across Europe. Working remotely, you will deliver round‑the‑clock support, ensuring every journey is smooth, enjoyable and quickly resolved when issues arise.

Key responsibilities

• Provide real‑time assistance via WhatsApp, phone and email with a 15‑30 minute response target.
• Proactively check in with clients throughout their trips to confirm satisfaction.
• Liaise with Destination Management Companies (DMCs) and ground operators to resolve problems swiftly.
• Log all interactions in the CRM, categorise issues and escalate when necessary.
• Monitor active bookings for disruptions such as delayed flights, weather events or local incidents and act pre‑emptively.
• Collaborate with Travel Designers, Product teams and management to gather and act on feedback.
• Report trends, recurring issues and DMC performance to the wider team.

Required profile

• At least 5 years of experience in high‑stakes customer service or complaints handling, preferably in luxury travel or hospitality.
• Calm, reassuring demeanor under pressure and ability to make independent decisions.
• Flawless written and spoken English.
• Highly reliable, consistent and exceptionally organised.
• Comfortable working remotely with self‑discipline and strong system aptitude.

Required skills

What we offer

• Fixed rotating shift pattern covering the entire week.
• Remote work environment with clear handover procedures.
• Opportunity to support premium travel experiences across Europe.