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 e Commerce
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.

📌 Customer service specialist (Heroica Puebla de Zaragoza)
🏢 ILNIA Soluciones S.A. de
📍 Heroica Puebla de Zaragoza