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: 3rd of July 2026 (subject to application volume)