Landing
Member Support Analyst
Member Experience - Mexico City, Mexico - Full Time
Important Notes
This position is based on-site in Mexico City, CDMX. Remote work is not available for this role.
Submitted resumes must be in English to be considered.
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 Team
Our Member Support Team sets the standard for delivering a world-class experience throughout every member's Landing journey. You'll work with a close-knit, passionate group of people in an open, energetic office environment where hard work and great culture go hand in hand.
About the Role
We are looking for a Member Support Analyst to join Landing! In this role, you'll respond to emails, phone calls, and chats to ensure our members' questions and concerns are handled quickly and efficiently. You'll build customer support expertise while developing relationship-building and communication skills.
What You'll Do
- Deliver exceptional customer service to all Landing members.
- Record all member interactions with clear, concise notes in response to each request.
- Coordinate member move-ins and move-outs at Landing homes.
- Own the resolution of home issues, including diligent follow-up between members, hosts, and properties.
- Create and assign the appropriate tickets to ensure proper follow-up and exceptional member experience.
- Find solutions to meet member needs and retain long-term relationships.
- Communicate and reinforce the value and benefits of Landing's products and services.
- Provide expert property knowledge to guide members throughout their Landing journey.
What You'll Need
- English proficiency: Fluent (B2-C1)
- Ability to work from our Polanco office — a collaborative, fast-moving environment.
- Superb written and verbal communication skills.
- Flexible schedule: availability between 6:00 AM and 10:00 PM, 5 working days with 2 days off per week.
- 1+ year of proven customer service experience.
- Strong organizational skills and ability to use multiple administrative tools simultaneously.
- Self-motivated, hardworking, and customer-focused with a track record of achieving targets.
- Ability to thrive in a fast-paced environment and adapt to change.
- Tech-savvy: familiarity with Mac, Google Drive, and Excel.
Compensation & Benefits
- Salary: $16,500 MXN gross per month + career growth plan
- Grocery vouchers: $1,500 MXN net per month
- Vacation: 12 days per year (available after 90 days of employment)
- Paid time off (PTO): 40 hours per year (available after 30 days of employment)
- Health insurance: Major medical (MetLife), minor medical (AXA Keralty), dental, and vision coverage
- Parking: On-site parking for bikes, motorcycles, and cars
- Travel benefit: $750 USD annually in Landing Stays
