Jacada Ground Experience Manager (GEM) - Latin America

Jacada Ground Experience Manager (GEM) - Latin America We are looking for a calm, luxury-focused professional to be the heartbeat of our clients' travel experience. Manage real-time operations and elevate trips remotely from Mexico or Peru! Jacada Ground Experience Manager (GEM) - Latin America About the role As a Ground Experience Manager (GEM) you will be the heartbeat of our clients’ experience while they are on the ground. You will be part of the team that provides round-the-clock support to clients travelling with Jacada, proactively ensuring that their experience is elevated throughout and handling any issue with warmth, competence and calm support. You will need to act fast, communicate with clarity, and make clients feel entirely taken care of, even when you do not yet have all the answers. Please note: this role operates on a fixed shift pattern. While working hours are normal office hours, there is a seven-days-a-week schedule, shared with one other person. This structure is essential to ensuring our clients always have someone to reach. What you’ll be doing • Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift. We have a minimum expectation of a 15-30 minute response time. • Proactively reaching out to clients multiple times during their trip, to ensure that they feel supported throughout. • Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients. • Logging all client contacts and issues in our CRM, categorising and escalating as appropriate. • Monitoring active bookings for potential issues (delayed flights, weather, local disruptions) and acting proactively. • Working closely with Travel Designers, Product, and management to collate and action during- and post- trip feedback. • Feeding back trends, recurring issues, and DMC performance to the wider team on a regular basis. About you 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. Clients need to feel that you have everything under control, even when you are still finding the solution. A confident and independent decision-maker who can act without always having a manager available. Flawless written and spoken English Fluent Spanish is preferred Reliable and consistent Highly organised, able to manage multiple live client situations simultaneously without losing quality. Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision. Good at systems The shift pattern This role operates on a fixed rotating schedule between two GEMs covering the same region: • GEM 1 works Monday – Friday • GEM 2 works Thursday – Monday • Thursday, Friday and Monday both GEMs are online. This overlap is used for handovers, training, and other collaborate work. Annual leave Once per year, you will be required to cover your colleague’s annual leave. This will result in a run of up to 11 consecutive working days and will always be scheduled during the quiet season with advance notice. Personal attributes Ability to actively listen and confidently communicate, demonstrating empathy and self-awareness. A curious and open-minded attitude in the face of challenges. A person who views problems as opportunities to learn. A clear, actionable insight and ability to come up with quick and effective solutions and implement them confidently. Openness to learn and adapt as things change; confidence to recommend ways we can improve. Flexibility to take on a variety of tasks and willingness to roll sleeves up and support colleagues. A ‘big picture’ mindset – appreciative of your position within Jacada as an organisation of different teams collectively working together towards the same goal. Collaborative team player who is confident working in a self-directed environment. This role is remote and you will work with people all over the world. A love of learning about local cultures and an enthusiasm for all things travel. Someone who shares Jacada’s passion for conservation and travel with a positive impact. Recruitment Process First Stage: Formal interview with the LATAM Client Experience Manager and Client Experience Director. Task Stage: This will include a mock call as well as a client scenario task Working location: Remote (Based in Mexico or Peru) Salary: Dependent on location Start Date: 27th July 2026 Closing Date: 19th of June 2026 (subject to application volume) Department Client Experience Remote status Fully Remote Jacada Travel Agile Hours ⏳ It's important to us that everyone at Jacada leads a healthy work-life balance. Have a gym class to attend? Have a course you're working on outside of work? Whatever it might be, we're here to support your life ambitions and offer agile hours to help you achieve this. Mental Wellbeing Support 🧠 Promoting mental well-being is a core focus here at Jacada. We ensure that all our employees have access to resources such as our mental health first-aiders, and dedicated Employee Assistance Programs (EAPs). Additionally, for those based in the UK we also offer access to Bupa Mental Health support. We also conduct Monday meditation sessions for all, to help start the week in a positive way. Learning and Development 📖 Here at Jacada, we place a strong emphasis on training and career development. We are committed to providing all our employees with opportunities for growth and the chance to continually nurture their growth mindset. In your initial three weeks, you will receive a comprehensive training program, but the journey of learning doesn't stop there. Our dedicated Learning and Development Manager works to ensure that every member of our team receives the necessary training throughout their time with us and is well-informed about their career progression opportunities. Bank holidays 🌴 We provide 25 days of paid annual leave in addition to bank holidays. At Jacada we celebrate diversity and this means understanding that each of us has our own beliefs, culture, and identity. So we allow our team to work bank holidays which can then be taken whenever they want throughout the year! Socials 🎊 We’re a social bunch and enjoy spending time together, but this is optional so no pressure socials if this isn't your vibe! Each quarter teams organise socials together, whether we are remote or in person we love any excuse to get together. Some recent social activities have included shuffleboard, BBQ boat outings, and virtual cooking classes. Additionally, we arrange annual summer and winter soirées that include both in-office and remote team members. Casual Dress Code 👟 We feel that it’s important for everyone to feel comfortable at work. After all the best work doesn’t depend on whether you’re wearing a suit! 🏥 Private Medical Care At Jacada, we care about the mental and physical wellbeing of everyone working here. That's why we've introduced private medical care for our employees living in the UK. Dog Friendly Office 🐶 We operate a dog-friendly office and are always happy to see more furry work buddies! 🚲 Cycle to Work Scheme (UK) 🚆 Season Ticket Policy (UK) Workplace & culture We've created an environment that allows people to be their authentic selves. A place where individuals can grow and build strong connections with like-minded others. We strive to ensure everyone feels like they have a purpose and are having fun whilst doing it! Our team is based all over the globe, no matter where you are, or what time zone you're in, we vouch to try our best, learn from our mistakes and grow a strong and progressive culture together. About Jacada Travel We are a luxury travel company offering completely personalised, private trips all over the world. We strive to be that well-travelled friend our clients can come to for advice and inspiration and to really get under the skin of the places they visit and experience things that don’t always make it into the guidebooks. Founded in 2008 Co-workers 137