Customer Service Specialist

ILNIA Soluciones S.A. de C.V; Estado de México; Presencial; MXN 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading luxury solutions company in Mexico is seeking a Customer Support Expert to manage operations and support teams. The ideal candidate will have over 3 years of experience in customer service management, strong leadership skills, and be fluent in English. This role requires proactive problem-solving and open communication to ensure high-quality customer experiences.

Formación

• 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.

Responsabilidades

• Oversee all daily operations, ensuring workflows are efficient and aligned with company goals.
• Resolve high-priority issues, including escalated customer concerns.
• Drive continuous improvement across all customer-facing and backend processes.

Conocimientos

customer service

team leadership

operational execution

proactive problem-solving

Descripción del empleo

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.