Lead efforts to elevate the member experience across the Service team.
Define, reinforce, and improve service standards to ensure a consistent, high-touch member experience.
Serve as a senior point of contact for resolving complex member issues and service escalations.
Oversee service team development, including training, mentorship, and performance management.
Partner with leadership and operations to improve service workflows and team effectiveness.
Manage strategic partnerships with key suppliers and ensure alignment with company goals.
Own all Service Team KPIs and performance outcomes, monitoring and driving achievement of service standards and SLAs.
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About Marchay
Marchay redefines luxury travel through a curated, membership-based service tailored for sophisticated travelers like business owners, CEOs, and creatives. You'll find a complete solution for high-end travel needs, providing unlimited, bespoke trip planning and execution. Marchay offers members unbiased service from a dedicated Senior Travel Advisor and team, access to pre-vetted private homes and villas, and proprietary benefits at over 1,200 hotels globally. The company focuses on a fiduciary structure, ensuring advisors prioritize member satisfaction over commissions. Marchay was recognized as a top luxury travel service by leading publications. Members typically spend over $100,000 annually on travel, enjoying perks like potential savings of $2,500-$5,000 on hotel stays.
How We Work
Marchay fosters a culture of elite, personalized service, treating members like an intimate private club. All team members are expected to think, problem-solve, and communicate with precision, matching the high standards of their clientele. The company embraces a remote work environment, offering flexibility to manage your schedule effectively. While remote, most roles require you to be based in North America and work Eastern Time Zone hours. The team collaborates closely, sharing expertise and insights to continuously enhance service offerings and tailor recommendations. Marchay operates with a "Collective Brain" approach, where members, partners, and tastemakers contribute to a comprehensive resource for travel intelligence.
Why Join Us
Drive innovation in the luxury travel market, building a new model based on a unique membership structure.
Enjoy significant career growth opportunities, moving towards senior leadership with increasing ownership and strategic decision-making.
Contribute to a team that values collaboration and continuous improvement, enhancing service offerings for discerning travelers.
Work remotely with the flexibility to manage your schedule while being part of a supportive North America-based team.
Provide unbiased, high-quality travel advice in a fiduciary model where member satisfaction is the ultimate priority.
Benefits & Perks
Competitive annual salary with a performance-based, discretionary bonus.
Fully covered medical, dental, and vision insurance.