Member Support Analyst

Landing; Ciudad de México; On-site; MXN 184,000 - 234,000; Full time

Benefits offered by this job

Grocery vouchers

Vacation days

PTO

Christmas Bonus

Vacation Bonus

Health insurance

Parking

Travel benefit

Job summary

Landing is seeking a Member Support Analyst in Mexico City to respond to emails, calls, and chats, ensuring quick and courteous resolutions while building strong member relationships.

The role requires English fluency (B2-C1), the ability to work from our Polanco office, excellent written and verbal communication, and a flexible schedule including weekends. 1+ year of customer service experience and familiarity with Mac, Google Drive, and Excel are needed.

Qualifications

• Fluent English (B2-C1) required.
• Ability to work from the Polanco office in a fast-paced environment.
• Excellent written and verbal communication skills.
• Flexible schedule: 6:00 AM–10:00 PM, 5 days/week with weekends required.
• 1+ year of customer service experience.
• Self-motivated and customer-focused with target-driven mindset.
• Proficient with Mac, Google Drive, and Excel.

Responsibilities

• Respond to emails, phone calls, and chats to assist members.
• Record interactions with clear notes for follow-up.
• Coordinate move-ins and move-outs for Landing homes.
• Own resolution of home issues with follow-up among members, hosts, and properties.
• Create and assign tickets to ensure proper follow-up and member experience.
• Find solutions to meet member needs and retain relationships.
• Communicate the value and benefits of Landing products and services.
• Provide expert property knowledge to guide members through their Landing journey.

Skills

English fluency

Office in Polanco

Written & verbal communication

Flexible schedule

Customer service

Self-motivated

Time management

Tech-savvy (Mac, Google Drive, Excel)

Tools

Mac

Google Drive

Excel

Job description

Member Support Analyst

Important Notes
This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.

Submitted resumes must be in English to be considered.

About Us

Since 2019, Landing has redefined apartment renting with the industry's first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.

About the Team

Our Member Support Team sets the standard for delivering a world-class experience throughout every member's Landing journey. You'll work with a close-knit, passionate group of people in an open, energetic office environment where hard work and great culture go hand in hand.

About the Role

We are looking for a Member Support Analyst to join Landing! In this role, you'll respond to emails, phone calls, and chats to ensure our members' questions and concerns are handled quickly and efficiently. You'll build customer support expertise while developing relationship-building and communication skills.

What You'll Do

• Deliver exceptional customer service to all Landing members.
• Record all member interactions with clear, concise notes in response to each request.
• Coordinate member move-ins and move-outs at Landing homes.
• Own the resolution of home issues, including diligent follow-up between members, hosts, and properties.
• Create and assign the appropriate tickets to ensure proper follow-up and exceptional member experience.
• Find solutions to meet member needs and retain long-term relationships.
• Communicate and reinforce the value and benefits of Landing's products and services.
• Provide expert property knowledge to guide members throughout their Landing journey.

What You'll Need

• English proficiency: Fluent (B2-C1)
• Ability to work from our Polanco office — a collaborative, fast-moving environment.
• Superb written and verbal communication skills.
• Flexible schedule: Availability between 6:00 AM and 10:00 PM, 5 days a week with 2 days off during the week (weekends required).
• 1+ year of proven customer service experience.
• Strong organizational skills and ability to use multiple administrative tools simultaneously.
• Self-motivated, hardworking, and customer-focused with a track record of achieving targets.
• Ability to thrive in a fast-paced environment and adapt to change.
• Tech-savvy: familiarity with Mac, Google Drive, and Excel.

Compensation & Benefits

• Salary: $16,500 MXN gross per month + career growth plan
• Grocery vouchers: $1,500 MXN net per month
• Vacation: 12 days per year (available after 90 days of employment)
• Paid time off (PTO): 40 hours per year (available after 30 days of employment)
• Christmas Bonus:30 days
• Vacation Bonus:75%
• Health insurance: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage
• Parking: On-site parking for bikes, motorcycles, and cars
• Travel benefit: $750 USD annually in Landing Stays