We are hiring a Senior Customer Support Manager to oversee day-to-day workflows, manage complex cross-functional initiatives, and ensure we deliver exceptional experiences to our customers within a fast-growing international luxury watch marketplace.

This is a senior-level leadership role intended for a customer support expert with a proven track record managing operations and leading teams in fast-paced environments. You will own the day-to-day performance of the support team, resolve high-priority escalations, and partner closely with pending fulfillment, product, and sales to keep workflows efficient and consistent with company goals.

What matters most is deep expertise in customer support operations, strong team leadership, and the ability to drive results in a fast-paced, scaling environment.

Operational Management & Coordination: Customer Support Leadership: Lead the customer support team, ensuring high-quality responses, fast resolution times, and proactive, attentive service.
Monitor KPIs across support and operations, use data to identify bottlenecks,



and implement improvements.
eCommerce Platform & Process Management : Manage Shopify infrastructure and eCommerce tools to ensure operational excellence.
Vendor & Partner Management: Maintain relationships with vendors and third-party platforms.
Transaction Support: 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.

Senior-Level Profile We're Looking For
~3+ years of operations and customer service management experience, ideally in eCommerce.
~ Proven leadership 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.
~ The success of this project relies on strong customer support leadership that protects the

📌 Customer Support Manager (Ciudad de México)
🏢 ILNIA Soluciones S.A. de
📍 Ciudad de México