JamesEdition is the leading marketplace for luxury: homes, yachts, jets, cars, and collectibles, listed by partners and sellers worldwide. We're building a Madrid office, and this role is based there.

What You’ll Do

- Resolve customer tickets across email and chat, investigating root causes rather than patching symptoms
- Review and improve the AI agent’s responses, handle its escalations, and close the gaps it misses
- Triage incoming tickets, judge what’s urgent, and route the rest
- Handle moderation queries (reviewing listings and content that need a human call)
- Keep the knowledge base accurate and up to date
- Spot recurring problems and surface them to product, sales, and engineering to fix at the source

What we’re looking for

- Fluent,



professional English (Spanish, French, German, or Italian is a plus)
- Prior support or ops experience, ideally at a marketplace or SaaS platform
- Hands‑on with a CRM or support tool (HubSpot, Intercom, Zendesk, Freshdesk, Help Scout, or Gorgias)
- Methodical, detail‑oriented, and calm under pressure
- Self‑directed but collaborative, comfortable owning a problem end to end
- Genuinely curious about how the product and systems work
- At ease in a fast‑changing environment

#J-18808-Ljbffr

📌 Customer Support Agent (Madrid)
🏢 JamesEdition
📍 Madrid