Customer Support Agent

hace 2 semanas

Desde casa, México Oceans Clean A tiempo completo

About the Role

Ilnia Soluciones is hiring a Senior Customer Support Agent with advanced watch knowledge to join our Mexico City office and support a fast-growing international luxury watch marketplace. This role is ideal for someone with hands-on experience in watchmaking, repair, or detailed product knowledge who also thrives in customer-facing support.

You'll be the team's go-to expert for watch-related concerns—helping assess product issues, guiding buyers and sellers through technical questions, and ensuring customer escalations are handled with precision and care. If you've studied horology, worked in watch repair, or can diagnose watch issues from a photo, we want to hear from you.

This is a support role with the potential for leadership, depending on experience.

What You'll Do

  • Respond to customer inquiries via email, phone, and chat—primarily focused on watch-related concerns
  • Review photos, descriptions, or complaints to help determine whether issues are cosmetic, mechanical, or authenticity-related
  • Collaborate with Fulfillment and Authentication teams to provide expert insight on returned or disputed watches
  • Help resolve complex post-sale situations such as condition disputes, unexpected wear, or packaging concerns
  • Educate customers with clear, confident, and accurate responses rooted in horological knowledge
  • Maintain clear case notes and escalate internally when needed
  • Serve as an internal resource for teammates—mentoring others and contributing to training documentation
  • Monitor daily support metrics and ensure all customer communications meet SLAs

What We're Looking For

  • Extensive knowledge of watches—ideally studied horology, attended watchmaking school, or worked in service, repair, or retail sales of high-end timepieces
  • 3+ years of customer service or technical support experience (luxury or e-commerce preferred)
  • Fluent English speaker (written and spoken)
  • Detail-oriented with excellent problem-solving and conflict-resolution skills
  • Based in Mexico City and available to work on-site
  • Experience with Front, Shopify, or similar customer service platforms a plus
  • Leadership experience (mentorship, training, or team lead roles) is a strong bonus

Why This Role Matters

We've seen that this project succeeds when we have a support agent with a strong understanding of watches. The best outcomes come from team members who can quickly identify issues, explain them clearly to customers, and confidently recommend the right solution. This role requires you to be that person, as the project depends on building around your expertise.

What We Offer

  • Opportunity to support a fast-growing international luxury marketplace
  • A specialized role with meaningful influence on case outcomes and team knowledge
  • Competitive local salary and benefits
  • A collaborative, watch-passionate culture that values initiative, precision, and care

Job Type: Full-time

Pay: $15, $20,000.00 per month

Experience:

  • Customer Support: 2 years (Preferred)
  • Watch Industry : 1 year (Required)

Language:

  • Advanced English? (Required)

Work Location: Remote

  • Customer Support Agent

    hace 2 semanas

    Desde casa, México Amplify A tiempo completo

    About Amplify At Amplify, we're enabling online merchants to increase their revenue in-store by helping shoppers discover and purchase more products. Amplify is the first complete e-commerce upsell platform. It enables brands to upsell and cross-sell at every stage of the buyer's journey.Amplify helps e-commerce brands increase their revenue from every...

  • Customer Support Representative

    hace 6 días

    Desde casa, México Touch Support Inc. A tiempo completo

    **REQUIREMENTS**: - Excellent communication skills in the English - The minimum required education: High School - Passion for working with people and helping them to get their stuff to work - Strong interest in developing a career in the IT field - Readiness to learn at a fast pace - Solution-oriented mindset and passion for resolving problems - Readiness...

  • Customer Support Agent

    hace 1 día

    Desde casa, México TripleTen A tiempo completo

    **_Thank you for your interest in TripleTen!_** **_ TripleTen_**_ is a service that empowers individuals, regardless of their prior experience, to embark on the exciting and challenging journey of mastering tech professions. Our bootcamps focus on training students in software engineering, data science, business intelligence analytics, and QA engineering in...

  • Customer Support Agent

    hace 5 días

    Desde casa, México Dealership Performance 360 S. de R.L de C.V A tiempo completo

    Dealership Performance 360 está contratando Support Agents para nuevos clientes por crecimiento. **Requisitos**: - Sexo indistinto - Experiência y buen conocimiento manejando hojas de cálculo - Inglés avanzado hablado y escrito (C1 Level) - Buena comunicación - Actitud de servicio - Excelente organización - Disponibilidad - Buenas habilidades...

  • Customer Support Agent

    hace 6 días

    Desde casa, México Social Discovery Group A tiempo completo

    **SDG invests in IT startups around the world.** Our investments include Open AI, Patreon, Flo, Clubhouse, Woebot, Flure, Astry, Coursera, Academia.edu, and many others. We bring together a team of like-minded people and IT professionals specializing in the creation and development of globally impactful social discovery products. Our international team of...

  • Customer Service Representative

    hace 4 semanas

    Desde casa, México 1 Customer Service A tiempo completo

    Job Title: Customer Service Representative (Bilingual English/Spanish)Company: 1 Customer ServiceLocation: Remote - Mexicali, Baja California**Job Type**: Full-Time (40 Hours per week)Job Summary:Key Responsibilities:- Work with our ticket system to resolve customer inquiries and complaints in a timely manner- Retain customers and resolve customer complaints...

  • Customer Support

    hace 3 semanas

    Desde casa, México The Pros Cleaners LLC A tiempo completo

    **WE ARE HIRING****BILINGUAL SPEAKERS**We are a cleaning company hiring customer support lead position, we’re based in Houston, Texas.We’re currently hiring English and Spanish speakers (Fluently in English).This is a customer support job, the duties are the following-Call customers to confirm appointment and personalized experience based on their...

  • Customer Support Associate

    hace 4 semanas

    Desde casa, México Intellect A tiempo completo

    We are looking for a Customer Support Associate to assist our customers with technical problems and other general concerns when using our products and services. Customer Support Associate responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities, and other associated duties. To be...

  • Customer Support

    hace 2 semanas

    Desde casa, México Webxloo, LLC A tiempo completo

    RESPONSIBILITIES: - Assist clients with product inquiries, troubleshooting, and technical support - Conduct outbound calls to follow up on customer inquiries and resolve any outstanding issues - Maintain accurate and detailed records of customer interactions and transactions - Collaborate with internal teams to escalate and resolve complex customer issues -...

  • Customer Support

    hace 6 días

    Desde casa, México KRC HUMAN CONSULTING A tiempo completo

    **Customer Support.****CWP extends SAP EAM and Supply Chain functionality with pre-packaged, natively built mobile apps, certified by SAP and developed with UX principles.****Required skills and experiences**:- 3 years of related customer support experience in SaaS and in SAP- 2 years of experience in a leadership/managerial role- Clear and concise oral and...