Bilingual Member Support Lead — Customer Care (On-site MX)

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

Benefits offered by this job

Grocery vouchers

Vacation days

Christmas bonus

Vacation bonus

PTO

Job summary

Landing is seeking a hands-on Member Support Team Lead in Mexico City, on-site. You will handle escalations, provide real-time support to agents, and ensure every member receives an exceptional experience.

You will report to the Member Support Manager and collaborate to improve performance and foster a culture of excellence. The role requires English fluency (B2-C1), 1+ year in supervision within a BPO or call center, and a flexible schedule (6:00 AM–10:00 PM, five days, weekends).

Qualifications

• Fluent English (B2-C1)
• 1+ year of experience as a Supervisor or Team Lead in a BPO or call center environment
• Flexible schedule: 6:00 AM to 10:00 PM, 5 days a week with 2 days off (weekends required)
• Ability to work from Polanco office
• Strong organizational skills and attention to detail
• Landing product knowledge and strong soft skills
• Leadership mindset to mentor and empower others
• Proactive and adaptable approach to change
• At least 3 months tenure in current role with track record of exceptional performance

Responsibilities

• Resolve escalations swiftly with a customer-first mindset
• Provide hands-on support and guidance to agents
• Monitor the Member Support Line and manage peak periods
• Coach and mentor agents with live feedback
• Delegate tasks like maintenance tickets and reservations
• Oversee remote or closed-market tickets and special initiatives

Skills

English proficiency

Supervisory experience

Job description

Landing is seeking a hands-on Member Support Team Lead in Mexico City, on-site. You will handle escalations, provide real-time support to agents, and ensure every member receives an exceptional experience.

You will report to the Member Support Manager and collaborate to improve performance and foster a culture of excellence. The role requires English fluency (B2-C1), 1+ year in supervision within a BPO or call center, and a flexible schedule (6:00 AM–10:00 PM, five days, weekends).