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.

Our ambition is an AI-first support operation, and this role sits at the center of it. You'll handle real customer tickets, but you'll also be the human check on our AI support agent: catching where it gets things wrong, handling what it escalates, and feeding gaps back so it improves. Being comfortable with AI matters, but so does knowing when
*not*
to trust it.

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

📌 Customer Support Agent (Madrid)
🏢 JamesEdition
📍 Madrid