Customer Representative

Position: Senior Customer Experience Representative Location: Mexico City (On-site, via Ilnia Solutions) About the Role A fast-growing platform dedicated to the buying, selling, and auctioning of luxury watches. We are looking for a Senior Customer Experience Representative with strong industry knowledge and solid experience in customer service to join our team through Illinia Solutions in Mexico City. This role is perfect for someone who is organized, proactive, solution-oriented, and truly passionate about watches, with a strong commitment to delivering exceptional customer experiences. Responsibilities Handle and resolve complex customer inquiries via email, chat, and phone using Front Manage post-sale issues and dispute resolution with empathy and professionalism Oversee complex support cases, including authentication, shipping problems, and buyer-seller conflicts Collaborate closely with internal teams (Sales, Logistics, Authentication) to ensure fast and accurate resolution Monitor and follow up on key customer satisfaction and resolution metrics Contribute to ongoing improvements in support processes, macros, and help documentation Serve as an internal reference on watches and product-related questions Assist with onboarding and mentoring new support team members as the team grows Requirements Minimum of 3 years of experience in customer support at reputable companies (preferably in luxury, e-commerce, or tech) Strong knowledge of luxury watches and watch enthusiast communities Fluent in English (spoken and written) Based in Mexico City and available for full-time, on-site work Strong problem-solving skills, ability to stay calm under pressure, and creative thinking Highly organized, capable of handling multiple cases and shifting priorities Previous experience with Shopify and Front (or similar platforms) is a plus Experience in team leadership or management is a strong advantage What We Offer The opportunity to work directly with a U.S.-based luxury brand transforming the watch industry A fast-paced, dynamic environment with real growth opportunities Competitive salary and benefits aligned with the local market A passionate, collaborative team that values initiative and impact

Location: Mexico City Metropolitan Area, MX

Posted Date: 7/8/2025