Member Support Team Lead - On-Site (Mexico City)

Landing; Ciudad de México; Presencial; MXN 246.000 - 279.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Grocery vouchers

Vacation days

PTO: 40 hours/year

Health insurance

On-site parking

Travel benefit: Landing Stays

Descripción de la vacante

Landing is hiring a Member Support Team Lead based on-site in Mexico City (CDMX). You will lead day-to-day operations of the Member Support team, handle escalations, and ensure an exceptional member experience.

This is a hands-on role reporting to the Member Support Manager. Ideal candidates bring at least 1 year of supervisor experience in a BPO or call center, fluent English, and a strong focus on coaching, problem-solving, and process improvements.

Formación

• English proficiency fluent (B2-C1).
• At least 1 year of experience as Supervisor or Team Lead in a BPO or call center environment.
• Availability between 6:00 AM and 10:00 PM, 5 days a week with 2 days off (weekends required).
• Ability to work from the Polanco office in a fast-moving environment.
• Must have at least 3 months tenure in the current role with a proven track record.

Responsabilidades

• Resolve escalations: Handle escalation calls swiftly and effectively while maintaining a customer-first mindset.
• Provide hands-on support: Answer agent questions, offer guidance, and ensure smooth day-to-day operations.
• Manage member interactions: Step in during peak periods, monitor the Member Support Line, and ensure seamless service delivery.
• Coach and mentor: Monitor calls, provide live feedback, and coach agents to enhance performance.
• Delegate tasks strategically: Assign maintenance tickets, reservations, and last-minute check-ins to the right team members.
• Manage special projects: Oversee remote or closed-market tickets, urgent follow-ups, and special initiatives with a solutions-focused approach.

Conocimientos

Fluent English

Team Leadership

Coaching & mentoring

Organizational skills

Problem solving

Descripción del empleo

Landing is hiring a Member Support Team Lead based on-site in Mexico City (CDMX). You will lead day-to-day operations of the Member Support team, handle escalations, and ensure an exceptional member experience.

This is a hands-on role reporting to the Member Support Manager. Ideal candidates bring at least 1 year of supervisor experience in a BPO or call center, fluent English, and a strong focus on coaching, problem-solving, and process improvements.