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 (Heroica Puebla de Zaragoza)
🏢 ILNIA Soluciones S.A. de
📍 Heroica Puebla de Zaragoza