Bilingual Member Support Supervisor – Guest Care Leader

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

Benefits offered by this job

Health insurance

Onsite parking

Travel perk (Landing Stays)

Grocery vouchers

Job summary

Landing’s Member Support Supervisor in Mexico City leads a bilingual team serving guests in English via phone, chat, and tickets. You’ll coach, handle escalated issues, and report to the Member Support Manager.

This full-time on-site role is based in Polanco, Mexico City, with shift coverage from early morning to evening and weekends. The position offers competitive pay, monthly bonuses, health insurance, and travel perks.

Qualifications

• Minimum 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 through call monitoring, QA reviews, and feedback.
• Experience with workforce management (schedules, breaks, coverage).

Responsibilities

• Take escalated calls and chats and resolve them with focus on guest experience.
• Monitor calls, give live feedback, coach to hit goals (abandon rate, FCR, CSAT, QA).
• Answer agent questions in real time and keep operations smooth.
• Cover peak periods on main support line.
• Assign maintenance tickets, reservations, and check-ins to team.
• Own urgent follow-ups and special projects.

Skills

Supervisor experience

Fluent English (C1)

Coaching agents

Workforce management

Calm under pressure

Organization

Job description

Landing’s Member Support Supervisor in Mexico City leads a bilingual team serving guests in English via phone, chat, and tickets. You’ll coach, handle escalated issues, and report to the Member Support Manager.

This full-time on-site role is based in Polanco, Mexico City, with shift coverage from early morning to evening and weekends. The position offers competitive pay, monthly bonuses, health insurance, and travel perks.