**About the Role**:
Ilnia is seeking an **Operations & Customer Support Manager**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
- Lead 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
- Manage Shopify infrastructure and eCommerce tools to ensure operational excellence
- 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
**Requirements**:
- 5+ 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
**Why Join Ilnia**: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.
Pay: $20,000.00 - $25,000.00 per month
**Experience**:
- Project Management : 1 year (preferred)
- Leadership : 2 years (preferred)
- Customer Support: 2 years (preferred)
- Operations: 2 years (preferred)
**Language**:
- Are you an advanced English speaker? (required)
Work Location: In person

📌 Operations & Customer Support Manager (Ciudad Juárez)
🏢 ILNIA SOLUCIONES
📍 Ciudad Juárez