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)
• 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 3 months of tenure in your current role, with a proven track record of exceptional performance.

Compensation & Benefits

• Competitive Salary + performance-based bonus
• Grocery vouchers: $1,500 MXN 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