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