About the role:
ilnia is seeking an operations 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 required, we encourage a deep understanding of operations and customer support as well. 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
* lead 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
* manage shopify infrastructure and ecommerce tools to ensure operational excellence
* 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
requirements:
* 2+ 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
why join ilnia: 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.
job type: full-time
pay: $20, $25,000.00 per month
application question(s):
* do you have a good understanding of the watch industry?
experience:
* project management : 1 year (preferred)
* leadership : 2 years (preferred)
* customer support: 2 years (preferred)
* operations: 2 years (preferred)
language:
* are you an advanced english speaker? (required)
work location: remote