Remote Ops Team Lead

About the Role

We’re looking for someone who thrives on solving problems, supporting people, and keeping things running smoothly. As a Remote Operations Team Lead, you’ll lead our team of Remote Operations Coordinators and make sure their markets are operating at their best—helping us deliver seamless stays and excellent experiences for every member.

About the Team

This role is part of our Field Operations team; you’ll report to a Hub Head and collaborate daily with hosts, property partners, and the Member Support team to make sure every home meets our standards and every stay goes smoothly.

What You’ll Do

• Guide Remote Ops Coordinators as they manage day-to-day operations in their markets.
• Keep units move-in ready—ensure every home meets quality standards before a member arrives.
• Handle escalations with care—step in when complex or urgent issues arise, focusing on fast, thoughtful solutions.
• Work closely with hosts, maintenance, and support teams to resolve issues and improve processes.
• Track and help improve key metrics like NPS, CSAT, cleaning quality, call abandon rate and check-in scores.
• Assist during busy periods, manage member calls, and make sure support lines are covered.
• Provide live feedback, review calls, and help your team grow their skills and confidence.
• Train and onboard new Remote Ops Coordinators as needed, setting them up for success.
• Assign tickets, reservations, and last-minute requests so nothing slips through the cracks.
• Take ownership of special projects, closed-market operations, and process refinements.

What You Bring

• A customer-first mindset and genuine care for creating great experiences.
• Excellent communication—clear, calm, and empathetic.
• A detail-oriented, problem-solving approach—you notice the small things that make a big difference.
• The ability to balance leadership and hands-on work in a fast-paced environment.
• A passion for coaching, training, mentoring, and helping others succeed
• Adaptability and initiative—you spot opportunities and take action.
• 1+ year with Landing and a proven record of strong performance and reliability