On-Site Member Support Team Lead, CDMX

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

Ventajas ofrecidas por este puesto de trabajo

Grocery vouchers

Vacation days

PTO

Health insurance

On-site parking

Landing Stays travel benefit

Descripción de la vacante

Landing is seeking a capable Member Support Team Lead to manage day-to-day operations in our Mexico City office. You will lead a team, resolve escalations, and ensure exceptional service for members while coaching agents for continuous performance improvement.

The role requires hands-on leadership, a customer-first mindset, and the ability to work a schedule spanning early to late hours. Prior BPO leadership experience is essential to succeed in this fast-moving environment.

Formación

• Fluent English (B2-C1) required.
• At least 1 year of Supervisory or Team Lead experience in a BPO or call center.
• Availability 6:00–22:00, 5 days/week, weekends required.
• Based in Polanco office, Mexico City.

Responsabilidades

• Resolve escalations and handle escalation calls with a customer-first mindset.
• Provide hands-on support by answering agent questions and guiding day-to-day operations.
• Manage member interactions during peak periods and ensure seamless service delivery.
• Coach and mentor agents with live feedback to improve performance and quality.
• Delegate tasks such as maintenance tickets and reservations to the right team members.
• Lead special projects and initiatives with a solutions-focused approach.

Conocimientos

English proficiency

Supervisory experience

Team leadership

Problem solving

Customer service

Descripción del empleo

Landing is seeking a capable Member Support Team Lead to manage day-to-day operations in our Mexico City office. You will lead a team, resolve escalations, and ensure exceptional service for members while coaching agents for continuous performance improvement.

The role requires hands-on leadership, a customer-first mindset, and the ability to work a schedule spanning early to late hours. Prior BPO leadership experience is essential to succeed in this fast-moving environment.