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!
Skills Required
- Fluent English at B2 to C1 level
- At least one year of customer service experience, such as call center, hotel, or customer support experience
- Clear and friendly written and verbal communication
- Strong follow-through with open issues and resolutions
- Strong organization and ability to work across several tools
- Comfort using a Mac, Google Drive, and Excel
- Full-time availability in the Polanco office in Mexico City
- Availability to work weekends and changing shifts between 6 am and 10 pm
What We Do
Landing is reinventing apartment rentals through a membership program that gives members access to flexible leases with no deposits in 200+ markets in our growing network. Our streamlined platform provides access to tens of thousands of furnished apartments across the U.S., and our member benefits allow more flexibility with fewer compromises. Members can book an apartment in minutes entirely through our app (even use a credit card) and be ready to move to a new place in a matter of days. Our goal is to help people explore more, live on their terms, and make sure they feel at home wherever they go.
