Bilingual Member Support Team Lead — On-site CDMX

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

Benefits offered by this job

Salary: 22,000-25,000 MXN gross per mo

Performance-based bonus

Grocery vouchers

Vacation: 12 days/yr

Christmas Bonus

Vacation bonus: 75%

PTO: 40 hours/yr

Health insurance

Parking: On-site

Travel benefit: Landing Stays

Job summary

Landing is seeking a hands-on Member Support Team Lead in Mexico City to guide frontline agents, resolve escalations, and ensure exceptional member experiences. The role reports to the Member Support Manager and requires a proactive, growth-oriented mindset.

You will mentor staff, coordinate day-to-day support, and drive performance improvements while maintaining a strong customer-first focus in a fast-paced environment.

Qualifications

• At least 1 year of supervisory or team-lead experience in a BPO or call center environment.
• Fluent English (B2-C1) proficiency.
• Willingness to work on-site at the Polanco office in Mexico City.
• Strong organizational skills with attention to detail.
• 3+ months tenure in current role with a proven track record of performance.

Responsibilities

• Resolve escalations and handle escalation calls with a customer-first mindset.
• Provide hands-on support to agents and ensure smooth daily operations.
• Manage member interactions during peak periods to deliver seamless service.
• Coach and mentor agents through live feedback to improve performance.
• Delegate tasks strategically to maintain efficient operations and service levels.
• Oversee remote or closed-market tickets and special initiatives with a solutions-focused approach.

Skills

English proficiency

Team leadership

BPO experience

Coaching skills

Job description

Landing is seeking a hands-on Member Support Team Lead in Mexico City to guide frontline agents, resolve escalations, and ensure exceptional member experiences. The role reports to the Member Support Manager and requires a proactive, growth-oriented mindset.

You will mentor staff, coordinate day-to-day support, and drive performance improvements while maintaining a strong customer-first focus in a fast-paced environment.