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. #J-18808-Ljbffr

📌 Customer service specialist (Tijuana)
🏢 ILNIA Soluciones S.A. de
📍 Tijuana