Customer Support Agent
On-siteMadrid, Madrid, Spain
Job Summary
Resolve customer tickets across email and chat by 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 urgency, and route the rest. Handle moderation queries by reviewing listings and content requiring human intervention. 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. This role sits at the center of JamesEdition's AI-first support operation, helping to catch where the AI gets things wrong and feeding gaps back so it improves.
Required Qualifications
- Fluent, professional English
- Prior support or ops experience
- 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
Desired Qualifications
- Spanish, French, German, or Italian
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