Verification Supervisor

About Landing:

Landing is a nationwide hospitality platform where fully furnished apartments meet hotel quality and consistency. Guests book from thousands of apartments in hundreds of US cities, for a week or a year, all backed by 24/7 local support. Before a guest ever gets the keys, our Verification team makes sure they are who they say they are and that their reservation meets our requirements. That's the team you'll lead.

About the Role:

As a Verification Supervisor, you'll lead a team of agents who review almost every reservation that comes into Landing. They check IDs and personal details, confirm identity screening results, and on more complex bookings, review income and credit against our requirements. They also take calls from guests, from quick questions about how to upload documents to tough conversations with people who are upset about a decision. Your job is to keep that team accurate and on track. You'll run the day to day, watch the numbers, and dig in when something looks off. And when a guest asks for a supervisor, you're the one who picks up the phone.

What You'll Do:

• Lead a team of Verification agents and manage the daily people side of the job, like attendance, punctuality, and sick days
• Keep an eye on team and agent metrics, and dig into anything unusual, like denials running higher than normal
• Audit agent decisions to make sure every reservation is reviewed accurately and consistently, and catch problems like an agent who denies too often or approves everything
• Give agents clear feedback based on what your audits turn up
• Take escalated calls from guests who want to negotiate a decision or are upset about a denial, and explain our requirements calmly and clearly

What You Bring:

• Excellent English, spoken and written. Your resume and application must be in English, and we can't consider ones submitted in other languages
• Experience supervising or leading a team, ideally in verification, KYC, onboarding, credit, back office, or customer service operations
• Comfort reading data. You don't need to build reports, but you can open a dashboard in a tool like Sigma or Power BI and tell what it's saying
• No fear of the phone. You're comfortable taking on hard conversations, and you stay calm and clear when the answer is still no
• Real ownership. When something isn't working on your team, you find out why and fix it
• Strong attention to detail and good judgment with sensitive personal information

Where and When:

• Full-time in our Polanco office in Mexico City. This role is not remote or hybrid
• Monday through Friday, 8 am to 5 pm, with some flexibility based on what the team needs

Compensation and Benefits:

• Salary: $23,000 MXN gross per month ($276,000 MXN per year)
• Bonus: Monthly performance bonus of up to $3,000 MXN
• Grocery vouchers: $1,500 MXN net per month
• Vacation: 12 days per year (available after 90 days)
• Paid time off: 40 hours per year (available after 30 days)
• Health insurance: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision
• Parking: Onsite parking for bikes, motorcycles, and cars
• Travel perk: $750 USD every year in Landing Stays
• Growth: Room to grow with us!