Join Our Team as a Bilingual Customer Service Representative!

Are you passionate about watches and obsessed with delivering exceptional customer experiences? Our eCommerce company in the USA is looking for someone like you to join our vibrant team!

What You'll Be Doing:

• Resolve High-Touch Inquiries: Handle customer inquiries via email, chat, and phone using Front
• Dispute Resolution: Manage post-sale and dispute resolution issues with empathy and professionalism
• Support Cases: Oversee complex support cases like authentication concerns and shipping escalations
• Team Collaboration: Work closely with Sales, Fulfillment, and Authentication teams to resolve cases quickly and accurately
• Metrics Monitoring: Track key metrics related to customer satisfaction and resolution times ??
• Improve Processes: Contribute to improving support processes, macros, and help documentation ??

Qualifications:

• 3+ years of customer support experience in luxury, e-commerce, or tech
• Fluent in English, spoken and written
• Based in Mexico City and available to work in hybrid modality
• Creative problem solver who stays calm under pressure
• Highly organized and able to manage multiple cases with shifting priorities
• Experience with Shopify and Front is a plus
• 
  

What We Offer:

• Opportunity to work closely with a U.S.-based luxury brand
• Hybrid Work Modality: Enjoy a flexible working environment in Mexico City
• Dynamic and fast-paced environment with room to grow
• Competitive local salary and benefits, including full law benefits and payroll
• A passionate and collaborative team that values initiative and impact

Ready to make your mark in the e-commerce industry? Apply now and become part of a team that's redefining luxury!