Bilingual Travel Experience Agent

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. Behind every stay is a team making sure every guest feels taken care of, from the day they book to the day they move out. That's where you come in.

About the Role:

As a Bilingual Travel Experience Agent, you'll be the voice of Landing for our guests, answering calls, emails, and chats before, during, and after their stay. You'll coordinate move-ins and move-outs, and when something goes wrong in an apartment, you own it until it's fixed, following up with guests, hosts, and properties. Some guests will reach out frustrated, so staying calm and clear matters as much as solving fast.

You'll work in English every day alongside teams across the US, from our office in Polanco. No two days look the same, and you'll build real skills in hospitality, guest operations, and customer experience that set you up to grow with us.

What You'll Do:

• Answer guest calls, emails, and chats quickly and clearly.
• Coordinate guest move-ins and move-outs at Landing apartments.
• Own apartment issues until they're resolved, following up with guests, hosts, and properties.
• Create and assign tickets, and log every interaction with clear notes.
• Share property knowledge and the value of Landing so guests stay with us longer.

What You Bring:

• Fluent English (B2 to C1). Resumes and applications must be in English to be considered.
• 1+ year of customer service experience (call center, hospitality, travel, or similar).
• Clear, friendly communication by phone and in writing.
• No fear of the phone, including calls with upset guests.
• Organized and comfortable juggling several tools at once in a fast-paced environment.
• Tech-savvy: familiar with Mac, Google Drive, and Excel.

Where and When:

• Location: Full time in our Polanco office in Mexico City. Not remote or hybrid.
• Schedule: 5 days a week with 2 days off during the week.
• Shifts: Between 6:00 AM and 10:00 PM, weekends required. Your exact shift is confirmed during the process.

Compensation and Benefits:

• Salary: $16,500 MXN gross per month
• 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!