Member Support Team Lead

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.
• 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
• Christmas Bonus: 30 days
• 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 - $25,000.00 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:

• Salary expectations:
• Can you work weekends?
• Can you work evenings?
• LinkedIn Profile URL:
• In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!

Lugar de trabajo: Empleo presencial