Sr. Customer Support Specialist

About the Role

Ilnia Soluciones is hiring a Senior Customer Support Specialist with deep expertise in luxury watches to play a critical role supporting a fast-growing international watch marketplace.

This is a senior, subject-matter expert position, designed for someone with advanced horological knowledge who can independently handle complex customer cases, guide internal decision-making, and raise the technical standard of the support team.

You will serve as the primary internal authority for watch-related issues, owning high-impact escalations, advising cross-functional teams, and helping shape best practices for how watch cases are reviewed, resolved, and communicated. While this is not a people-management role, it carries significant influence and leadership through expertise, with potential growth into formal leadership based on performance and business needs.

Key Responsibilities

• Own and resolve complex, high-risk customer cases involving luxury watches, including post-sale disputes, condition claims, and technical concerns
• Assess photos, documentation, and customer reports to determine cosmetic vs. mechanical issues, authenticity concerns, or handling/packaging discrepancies
• Act as the senior escalation point for watch-related inquiries across email, phone, and chat channels
• Partner closely with Fulfillment, Authentication, and Operations teams to provide expert input on disputed or returned timepieces
• Deliver clear, authoritative explanations to customers, translating horological knowledge into confident, trust-building communication
• Maintain precise documentation and case notes to support internal alignment and auditability
• Mentor junior agents by sharing expertise, reviewing edge cases, and contributing to training materials and internal playbooks
• Monitor support KPIs and SLAs, proactively flagging risks and recommending process improvements related to watch cases
• Help define standards for how watch-specific support scenarios are evaluated and resolved

Senior-Level Profile We're Looking For

• Advanced knowledge of luxury watches, with hands-on experience in at least one of the following:
• Watchmaking or repair
• Formal horology studies
• High-end watch retail or service environments
• Ability to diagnose watch issues from images or written descriptions and explain findings with confidence
• 3–5+ years of customer support, technical support, or client-facing experience (luxury, e-commerce, or marketplace environments preferred)
• Fluent English (written and spoken) with professional, polished communication skills
• Strong judgment, autonomy, and decision-making skills in sensitive or high-value situations
• Comfortable operating as a trusted expert rather than a script-based agent
• Based in Mexico City and available to work on-site
• Experience with Front, Shopify, or similar platforms is a plus
• Prior mentorship, training, or informal leadership experience is highly valued

Why This Role Is Critical

This project performs best when watch-related decisions are made by someone who truly understands the product. The Senior Customer Support Specialist is foundational to maintaining trust with buyers and sellers, reducing escalations, and ensuring accurate, credible resolutions. The team will rely on your expertise to set the standard.

What We Offer

• A senior, high-impact role within a fast-growing international luxury marketplace
• Direct influence over customer outcomes, internal decisions, and support quality
• Competitive local compensation and benefits
• Clear visibility and growth potential as the project scales
• A collaborative, detail-driven culture that values expertise, ownership, and precision

Job Types: Full-time, Contract

Contract length: 2 months

Pay: From $20,000.00 per month

Application Question(s):

• How familiar are you with the luxury timepiece industry?

Experience:

• Customer Support: 3 years (Required)

Language:

• English (Required)

Work Location: Remote