OverviewIlnia is seeking a Customer Support Expert to oversee our day-to-day workflows, manage complex cross-functional initiatives, and ensure we deliver exceptional experiences to our customers.
This is a critical role for someone who excels in customer service, team leadership, and operational execution.While prior experience in the luxury or watch space is preferred, it's not required.
What matters most is that you're a customer support expert with a proven track record managing operations and leading teams in fast-paced environments.ResponsibilitiesOversee all daily operations, ensuring workflows are efficient, consistent, and aligned with company goalsParticipate with the customer support team, ensuring high-quality responses, fast resolution times, and proactive serviceResolve high-priority issues, including escalated customer concerns and operational blockersWork closely with logistics, product,



and sales teams to streamline coordination and process flowMonitor KPIs across support and operations; use data to identify bottlenecks and implement improvementsMaintain relationships with vendors and third-party platformsSupport buyers and sellers in finalizing watch transactions, including documentation and post-sale follow-upDrive continuous improvement across all customer-facing and backend processesQualifications3+ years of operations and customer service management experience, ideally in eCommerceProven leadership in managing support teams and handling complex escalationsFluent in English with outstanding written and verbal communication skillsExperience running cross-functional projects and driving results across departmentsBackground in the watch or luxury goods industry is a plus but not requiredHighly organized, analytical, and proactive problem-solverYou'll be part of a fast-moving team that values accountability, ownership, and results.
We're solving real problems in the luxury space and scaling quickly.
This is a great opportunity for someone ready to take full ownership of operations and customer support at a growing company.
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📌 Customer Service Specialist (Estado de México)
🏢 ILNIA Soluciones S.A. de
📍 Estado de México