Bilingual Guest Support Lead – Hospitality

Landing, Inc.; Ciudad de México; On-site; MXN 246,000 - 279,000; Full time

Benefits offered by this job

Monthly bonus

Aguinaldo 30 days salary

Grocery vouchers

Health insurance

Onsite parking

Travel perk: Landing Stays $750

Vacation days

Job summary

Landing, Inc. in Mexico City seeks a Member Support Supervisor to lead a bilingual team serving English-speaking guests by phone, chat, and tickets. You’ll coach the team daily, handle escalations, and report to the Member Support Manager.

This is Landing's own in-house team, offering a real say in operations. Responsibilities include monitoring calls, giving feedback, and ensuring metrics like CSAT and QA scores improve while maintaining a first-rate guest experience.

Qualifications

• At least one year as a Supervisor or Team Lead at a BPO or call center.
• Fluent English (C1). Your resume and application must be in English, and we can't consider ones submitted in other languages
• Experience coaching agents through call monitoring, QA reviews, and regular feedback
• Experience with workforce management, like schedules, breaks, and coverage, to keep your team productive
• Calm under pressure. When a guest is upset, you're the person who turns it around
• Strong organization and follow-through. Nothing falls through the cracks on your watch
• Hospitality or travel support experience is a plus

Responsibilities

• Take escalated calls and chats and resolve them yourself, with the guest's experience in mind
• Monitor calls, give live feedback, and coach agents to hit goals like abandon rate, FCR, CSAT, and QA scores
• Answer agent questions in real time and keep the floor running smoothly
• Jump on the phones during peak periods and keep an eye on the main support line
• Assign maintenance tickets, reservations, and last-minute check-ins to the right people on your team
• Own urgent follow-ups and special projects as they come up

Skills

Supervisor experience

Fluent English

Coaching agents

Workforce management

Calm under pressure

Organization

Hospitality/travel support

Job description

Landing, Inc. in Mexico City seeks a Member Support Supervisor to lead a bilingual team serving English-speaking guests by phone, chat, and tickets. You’ll coach the team daily, handle escalations, and report to the Member Support Manager.

This is Landing's own in-house team, offering a real say in operations. Responsibilities include monitoring calls, giving feedback, and ensuring metrics like CSAT and QA scores improve while maintaining a first-rate guest experience.