Bilingual Member Support Supervisor

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

Benefits offered by this job

Monthly bonus up to MXN 3,750

Aguinaldo: 30 days salary

Prima vacacional: 75%

Grocery vouchers: MXN 1,500 net per mo

Vacation: 12 days per year

Paid time off: 40 hours per year

Health insurance: MetLife/AXA Keralty

Onsite parking

Travel perk: USD 750 yearly Landing St

Growth opportunities

Job summary

Landing is seeking a Member Support Supervisor in our Polanco office, Mexico City. You will lead a bilingual team delivering English-language guest support by phone, chat, and tickets, and directly influence how the team operates. You will coach, model, and optimize performance while ensuring guest satisfaction.

You will manage escalations, oversee peak periods, and drive metrics such as CSAT and FCR. This role requires proximity to decision-makers and a hands-on approach to continuous

Qualifications

• At least 1 year as a Supervisor or Team Lead at a BPO or call center.
• Fluent English (C1); resume and application must be in English.
• Experience coaching agents via call monitoring, QA reviews and regular feedback.
• Experience with workforce management: schedules, breaks, coverage.
• Calm under pressure; able to turn difficult guest interactions around.
• Strong organization and follow-through; nothing falls through the cracks.
• Hospitality or travel support experience is a plus.

Responsibilities

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

Skills

Supervisor / Team Lead

BPO experience

Call center

Fluent English (C1)

Workforce management

Customer support

Calm under pressure

Organization & follow-through

Hospitality/travel support experience

Job description

Landing is seeking a Member Support Supervisor in our Polanco office, Mexico City. You will lead a bilingual team delivering English-language guest support by phone, chat, and tickets, and directly influence how the team operates. You will coach, model, and optimize performance while ensuring guest satisfaction.

You will manage escalations, oversee peak periods, and drive metrics such as CSAT and FCR. This role requires proximity to decision-makers and a hands-on approach to continuous