Overview

Ilnia 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.

Responsibilities

- Oversee all daily operations, ensuring workflows are efficient, consistent, and aligned with company goals
- Participate with the customer support team, ensuring high-quality responses, fast resolution times, and proactive service
- Resolve high-priority issues, including escalated customer concerns and operational blockers
- Work closely with logistics, product, and sales teams to streamline coordination and process flow
- Monitor KPIs across support and operations; use data to identify bottlenecks and implement improvements
- Maintain relationships with vendors and third-party platforms




- Support buyers and sellers in finalizing watch transactions, including documentation and post-sale follow-up
- Drive continuous improvement across all customer-facing and backend processes

Qualifications

- 3+ years of operations and customer service management experience, ideally in eCommerce
- Proven leadership in managing support teams and handling complex escalations
- Fluent in English with outstanding written and verbal communication skills
- Experience running cross-functional projects and driving results across departments
- Background in the watch or luxury goods industry is a plus but not required
- Highly organized, analytical, and proactive problem-solver

You’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 (México)
🏢 ILNIA Soluciones S.A. de
📍 México