Customer Support Analyst

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 local support. When a guest has a question or something goes wrong during their stay, our Customer Support team is who they reach. That's where you come in.

About the Role:

As a Customer Support Analyst, you'll help guests by phone, chat, and email from the day they book until the day they move out. You'll answer their questions, coordinate move-ins and move-outs, and help get problems with their homes sorted out, working with our Field Operations team, our hosts (the gig workers who clean and shop for our homes), and the properties our apartments are in. This is Landing's own in-house team, not an outsourced account, and you won't be reading from a script. When a guest has a problem, you'll get it to the right people, keep the guest in the loop, and follow up until it's fixed.

You'll work in English every day alongside teams across the US, from our office in Polanco. You'll build real skills in hospitality and customer experience that set you up to grow with us.

What You'll Do:

• Answer guest calls, chats, and emails quickly and clearly
• Coordinate move-ins and move-outs at Landing homes
• Flag home issues to our Field Operations team and keep guests updated until each one is resolved
• Create and assign tickets so every issue gets the right follow-up
• Keep clear notes on every guest conversation so anyone on the team can pick it up
• Help guests get the most out of their stay with what you know about our homes and properties

What You Bring:

• Fluent English (B2 to C1). Your resume and application must be in English, and we can't consider ones submitted in other languages
• At least one year of customer service experience, like a call center, hotel, or customer support team
• Clear, friendly communication in writing and on calls
• Strong follow-through. You keep track of open issues and chase them until they're done
• Strong organization and comfort working across several tools at once
• Comfortable using a Mac, Google Drive, and Excel

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 am and 10 pm, and your schedule may change from time to time based on what the team needs

Compensation and Benefits:

• Salary: $16,500 MXN gross per month
• Bonus: Performance bonus of up to $32,400 MXN per year
• 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!