Member Support Team Lead

About Us:
Since 2019, Landing has redefined apartment renting with the industry’s first flexible living model. Our membership program provides consumers access to a network of apartments in 60+ top markets with no deposits, hassles, or stress.

About the role: 
Are you ready to lead a team where we think big, embrace challenges, and deliver exceptional service every day? We’re looking for an authentic leader who thrives in a hands-on role, solves problems with radical long-term thinking, and finds joy in helping team members grow and succeed.

As a Team Lead, you’ll play a critical role in the day-to-day operations of our Member Support team. You’ll resolve escalations confidently, provide hands-on support to agents, and ensure our team delivers an exceptional experience to every member every time. Collaborating closely with the Member Support Manager, you’ll take ownership of improving performance and fostering a culture of excellence.

This role will report to our Member Support Manager and has an initial schedule Tue - Sat 12 PM to 9 PM CST (could change based on business needs)

What you’ll do 

• Resolve escalations: Support the team by handling escalation calls resolving issues swiftly and effectively while maintaining a customer-first mindset.
• Provide hands-on support: answering questions, guiding agents, and ensuring smooth day-to-day operations.
• Tackle member interactions: Manage member interactions in real-time during busy periods and monitor the Member Support Line to ensure seamless service.
• Coach and mentor: Monitor calls, provide live feedback, and coach agents to enhance their performance and meet quality standards.
• Delegate tasks strategically: Assign maintenance tickets, reservations, and last-minute check-ins to the right team members to keep operations flowing efficiently.
• Manage special projects: With a solutions-focused approach, oversee remote or closed-market tickets, urgent follow-ups, and special initiatives.

What you need

• Outstanding communication skills: Both written and verbal, with the ability to connect authentically with team members and members alike.
• Strong organizational skills: Attention to detail and the ability to ensure nothing slips through the cracks.
• Product expertise: A profound understanding of the Landing product and the ability to pair it with excellent soft skills and problem-solving abilities.
• Leadership mindset: The ability to mentor, coach, and empower others, providing constructive feedback to help team members succeed.
• Proactive and adaptable: A flexible approach to change, driven by a passion for improving processes and helping others excel.
• Experience requirement: At least 3 months in your current role, with a proven track record of exceptional performance.

Important Notes:
Position is available on site only (Mexico, CDMX) / This is not a remote position.
To be considered for the position submitted resume must be in English.