Job Description:
About the Role
Ilnia Soluciones is hiring a Senior Watchmaker / Customer Support Specialist with extensive expertise in luxury watches to support a fast-growing international watch marketplace.
This is a senior-level subject matter expert role intended for an individual with advanced horological knowledge and hands-on watchmaking experience who can independently assess complex watch-related matters, support customer interactions, and elevate the technical standards of the team.
You will serve as the primary internal authority for watch-related cases, handling high-impact escalations while partnering closely with internal teams to ensure accurate evaluations and resolutions. This role combines technical watchmaking expertise with customer support responsibilities, requiring someone capable of explaining complex horological matters in a way that builds confidence and trust with clients.
Key Responsibilities
- Diagnose and evaluate luxury watch issues, including mechanical concerns, movement functionality, cosmetic conditions, and general performance.
- Handle complex customer cases involving luxury watches, including post-sale disputes, condition claims, authenticity questions, and technical inquiries.
- Review photos, documentation, and customer concerns to identify potential issues involving movement performance, wear patterns, damage, or handling discrepancies.
- Serve as the senior escalation point for watch-related inquiries across email, phone, and chat channels.
- Partner closely with Authentication, Fulfillment, and Operations teams to provide technical watch expertise and recommendations.
- Communicate technical findings clearly to customers while translating complex watch terminology into understandable explanations.
- Maintain detailed documentation and case records to ensure internal alignment and accurate reporting.
- Support and mentor team members by sharing watch knowledge and assisting with complex or unusual cases.
- Monitor customer support metrics and identify opportunities to improve workflows and resolution processes.
- Assist in establishing standards and best practices for evaluating watch-related cases.
Senior-Level Profile We're Looking For
- Advanced knowledge of luxury watches with hands-on experience in one or more of the following:
- Professional watchmaking or repair
- Formal horology education or certifications
- Luxury watch retail, service, or auction environments
- Strong understanding of watch components including:
- Movements (automatic, manual, quartz)
- Complications
- Cases and materials
- Dials
- Bezels
- Bracelets and straps
- Brand-specific characteristics
- Ability to diagnose watch issues through images, written descriptions, or physical assessments.
- 3–5+ years of customer support, technical support, watchmaking, or client-facing experience.
- Fluent English (written and spoken) with strong communication skills.
- Strong critical thinking and decision-making skills when handling high-value or sensitive cases.
- Comfortable operating independently and serving as a trusted subject matter expert.
- Based in Mexico City and available to work on-site.
- Experience with customer support systems and CRM tools is preferred.
- Previous mentoring or leadership experience is considered a plus.
Why This Role Is Critical
The success of this project relies heavily on having experienced professionals who understand luxury timepieces beyond surface-level product knowledge. This role plays a key part in maintaining customer confidence, reducing escalations, ensuring accurate resolutions, and supporting internal teams with reliable technical expertise.
What We Offer
- A senior-level role within a fast-growing international luxury marketplace
- Direct impact on customer outcomes and operational quality
- Competitive compensation and local benefits
- Strong growth opportunities as the project expands
- A collaborative environment focused on expertise, precision, and ownership
Job Types: Full-time, Contract, Commission
Contract length: 3 months
Pay: $25,000.00 - $30,000.00 per month
Application Question(s):
- What's your English Level?
- Can you tell all parts of a watch?
Experience:
- watch making: 1 year (Preferred)
Work Location: Remote
