Customer Support Agent

James. Edition 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 (Hub.

Spot, 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