Travel Concierge (Latin America) - Based in Costa Rica, Belize, or Guatemala

We are growing our Concierge team in Latin America! We’re looking for a creative, organised travel enthusiast with high attention to detail and client-facing experience. A good knowledge of Latin America would be a plus. This is a remote position, and we are looking for someone with a keen passion for travel and the travel industry. Travel experience is not required — let us help you explore the world! About The Role As a leading luxury tour operator, we pride ourselves on the care and service that go into every client experience. As a Concierge, you will play a vital role within our Concierge team, ensuring an exemplary experience for our clients travelling in Latin America. You will be one of the main points of contact for our clients in the lead up to their trip, helping to solve any problems that may arise pre, during or post-trip, answering their questions, and assisting by phone and email. You are also responsible for creating ‘Magic Moments’, which is part of what makes Jacada trips unique. You are a worldly person who is excellent at building rapport, with good attention to detail. We are seeking candidates based in Latin America, preferably Costa Rica, Belize, or Guatemala with extensive knowledge of Latin America. A culturally open-minded attitude is essential. This role is fully remote, and you can work from anywhere with a quiet workspace, a desk, and a strong WiFi connection. Your typical hours will follow your local time zone, with a few meetings per week with our London office (London time zone). What You’ll Be Doing

• Working together with the Travel Designers (our sales team) and taking the lead with client requests, details and administration post-sales.
• Establishing quick rapport with clients and suppliers while acting as the friendly, efficient and professional face of the company, delivering unrivalled service during every contact.
• Gathering information from clients via email and phone, recording data in our bespoke booking system and sharing this information with DMCs where necessary.
• Responding to clients questions in a timely manner and making sure they have the most up to date and correct information on the destinations they will be travelling to.
• Providing professional and knowledgeable information on Jacada services such as additional tours, restaurant reservations/recommendations and any additional special travel requests that clients may have.
• Updating client documentation for upcoming trips, which may include updating the pricing.
• Collecting balance payments from clients, invoicing and taking payments for any additional services booked.
• Assisting with any trip changes or postponements, proactively and quickly seeking creative solutions.
• Designing and arranging ‘Magic Moments’ for each trip, taking care of all the little details that make a Jacada trip so special. Taking the lead in arranging personalised perks for clients who benefit from our referral scheme.
• Preparing final travel documents promptly and make sure these are sent to clients before they depart so they are fully prepared for their upcoming adventures.

What You’ll Need To Succeed

• Meet high expectations for customer service and customer care.
• A strong ability to build and nurture relationships with both clients, suppliers and colleagues.
• Flexible, proactive and solutions-focused attitude.
• Collaborative mindset.
• Excellent numeracy and writing skills.
• High attention to detail.
• Excellent communication and time management skills, able to work across various time zones and with teams across the world.
• Highly organised and able to multitask and prioritise work effectively.
• Good English language skills, both written and by phone.
• Experience in either the travel, hospitality, events, or customer service industry would be advantageous.
• Good knowledge of Latin America would be advantageous but not mandatory.

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.

Timeline & LogisticsRecruitment Process:

• 1st Stage: Introduction call
• 2nd stage: A formal virtual interview hosted by the Client Experience Manager for Latin America and another Client Experience Manager.
• Final Stage: A task stage with more information to follow.

Working Location: Remote (Based in Costa Rica, Belize, or Guatemala) Salary: Dependent on location. Start Date: 28 September 2026 Closing Date: 31 July 2026 (subject to application volume)