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 versátil 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

📌 Member Support Team Lead (Lomas de Chapultepec)
🏢 Landing
📍 Lomas de Chapultepec