Bilingual Customer Service Supervisor

About Landing:

Landing is a nationwide hospitality platform where fully furnished apartments meet hotel quality and consistency. Guests book from thousands of apartments in hundreds of US cities, for a week or a year, all backed by 24/7 support. Our Member Support team in Polanco provides that support. They're the people guests call or message when they need help with a reservation, a check in, or something in their home.

About the Role:

As a Member Support Supervisor, you'll lead a team of bilingual agents who help Landing guests (we call them members) in English by phone, chat, and tickets. You'll take the toughest calls yourself, coach your team every day, and report to the Member Support Manager.

If you've been a supervisor or team lead at a BPO or call center, you already know this job. The difference is that this is Landing's own team, not a client account. You work directly for the company whose guests you're helping, right next to the people making the decisions, and you'll have a real say in how your team runs.

What You'll Do:

• Take escalated calls and chats and resolve them yourself, with the guest's experience in mind
• Monitor calls, give live feedback, and coach agents to hit goals like abandon rate, FCR, CSAT, and QA scores
• Answer agent questions in real time and keep the floor running smoothly
• Jump on the phones during peak periods and keep an eye on the main support line
• Assign maintenance tickets, reservations, and last-minute check-ins to the right people on your team
• Own urgent follow-ups and special projects as they come up

What You Bring:

• At least one year as a Supervisor or Team Lead at a BPO or call center
• Fluent English (C1). Your resume and application must be in English, and we can't consider ones submitted in other languages
• Experience coaching agents through call monitoring, QA reviews, and regular feedback
• Experience with workforce management, like schedules, breaks, and coverage, to keep your team productive
• Calm under pressure. When a guest is upset, you're the person who turns it around
• Strong organization and follow-through. Nothing falls through the cracks on your watch
• Hospitality or travel support experience is a plus

Where and When:

• Full-time in our Polanco office in Mexico City. This role is not remote or hybrid
• Five days a week with two days off during the week. Weekends are required
• Shifts fall between 6:00 AM and 10:00 PM. Your shift won't change often, but you'll need to be open to covering other shifts during peak season

Compensation and Benefits:

• Salary: $22,000 to $25,000 MXN gross per month, based on experience
• Bonus: Monthly performance bonus of up to $3,750 MXN
• Aguinaldo: 30 days of salary
• Prima vacacional: 75%
• Grocery vouchers: $1,500 MXN net per month
• Vacation: 12 days per year (available after 90 days)
• Paid time off: 40 hours per year (available after 30 days)
• Health insurance: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision
• Parking: Onsite parking for bikes, motorcycles, and cars
• Travel perk: $750 USD every year in Landing Stays
• Growth: Room to grow with us!