Important Notes:
This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.
Submitted resumes must be in English to be considered.
About Us:
Since 2019, Landing has redefined apartment renting with the industry's first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.
About the Role:
Are you ready to lead a team where we think big, embrace challenges, and deliver exceptional service every day? We're looking for an authentic leader who thrives in a hands-on role, solves problems with a long-term mindset, and finds purpose in helping team members grow and succeed.
As a Member Support Team Lead, you'll play a critical role in the day-to-day operations of our Member Support team. You'll handle escalations confidently, provide real-time support to agents, and ensure every member receives an exceptional experience. You will report to the Member Support Manager and collaborate closely to improve performance and foster a culture of excellence.
Note: The initial schedule for this position may be adjusted based on business needs.
What You'll Do:
- Resolve escalations: Handle escalation calls swiftly and effectively while maintaining a customer-first mindset.
- Provide hands-on support: Answer agent questions, offer guidance, and ensure smooth day-to-day operations.
- Manage member interactions: Step in during peak periods, monitor the Member Support Line, and ensure seamless service delivery.
- Coach and mentor: Monitor calls, provide live feedback, and coach agents to enhance performance and meet quality standards.
- Delegate tasks strategically: Assign maintenance tickets, reservations, and last-minute check-ins to the right team members to keep operations running efficiently.
- Manage special projects: Oversee remote or closed-market tickets, urgent follow-ups, and special initiatives with a solutions-focused approach.
What You'll Need:
- English proficiency: Fluent (B2-C1)
- At least 1 year of experience as a Supervisor in a BPO or call center environment.
- Ability to work from our Polanco office — a collaborative, fast-moving environment.
- Strong organizational skills: Attention to detail and ability to ensure nothing falls through the cracks.
- Deep product expertise: A thorough understanding of the Landing product paired with excellent soft skills and problem-solving abilities.
- Leadership mindset: Ability to mentor, coach, and empower others through constructive feedback.
- Proactive and adaptable: A flexible, improvement-oriented approach to change and team development.
- At least 6 months of tenure in your current role, with a proven track record of exceptional performance.
Compensation & Benefits:
- Salary: $22,000-$25,000MXN gross per month (depending on experience) + performance-based bonus
- Grocery vouchers: $1,500MXN net per month
- Vacation: 12 days per year (available after 90 days of employment)
- Paid time off (PTO): 40 hours per year (available after 30 days of employment)
- Health insurance: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage
- Parking: On-site parking for bikes, motorcycles, and cars
- Travel benefit: $750 USD annually in Landing Stays
Tipo de puesto: Tiempo completo
Sueldo: $22,000.00 - $26,500.00 al mes
Beneficios:
- Bebidas gratis
- Descuentos y precios preferenciales
- Estacionamiento de la empresa
- Estacionamiento gratuito
- Opción a contrato indefinido
- Programa de referidos
- Seguro de gastos médicos
- Seguro de gastos médicos mayores
- Seguro de la vista
- Seguro dental
- Seguro de vida
- Servicio de comedor
- Vacaciones adicionales o permisos con goce de sueldo
- Vales de despensa
Pregunta(s) de postulación:
Idioma:
Lugar de trabajo: Empleo presencial
