Bilingual Member Support Supervisor - Growth & Perks

Landing, Inc.; Chihuahua; On-site; MXN 246,000 - 279,000; Full time

Benefits offered by this job

Health insurance

Parking onsite

Travel perk: $750 USD yearly

Job summary

Landing, Inc. in Mexico City’s Polanco office is seeking a Member Support Supervisor to lead a bilingual team handling English guest inquiries by phone, chat, and tickets.

You will coach daily, handle escalations, and report to the Member Support Manager, influencing how the team delivers guest experiences. Ideal candidates have 1+ year supervising at a BPO/call center, strong English, and proven coaching with monitoring/QA.

Qualifications

• Minimum 1 year as Supervisor/Team Lead at a BPO or call center.
• Fluent English (C1); resume in English.
• Experience coaching through call monitoring and QA reviews.
• Experience with workforce management (schedules, coverage).
• Calm under pressure; turn around upset guests.
• Strong organization and follow-through.
• Hospitality or travel support experience a plus.

Responsibilities

• Take escalated calls and chats and resolve them 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

English fluency (C1)

Coaching agents (QA)

Workforce management

Calm under pressure

Organizational skills

Hospitality/travel support

Job description

Landing, Inc. in Mexico City’s Polanco office is seeking a Member Support Supervisor to lead a bilingual team handling English guest inquiries by phone, chat, and tickets.

You will coach daily, handle escalations, and report to the Member Support Manager, influencing how the team delivers guest experiences. Ideal candidates have 1+ year supervising at a BPO/call center, strong English, and proven coaching with monitoring/QA.