Sr Customer Support Agent

hace 3 semanas

Juárez, México ILNIA SOLUCIONES 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**- 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 carePay: $15,000.00 - $20,000.00 per month**Experience**:- Customer Support: 2 years (preferred)- Watch Industry : 1 year (preferred)**Language**:- Advanced English? (required)Work Location: In person

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