Customer Operations Specialist (12 Month FTC)

About EDITED

EDITED is the world’s leading AI-driven retail intelligence platform. We empower the world’s most successful brands and retailers with real-time decision making power. 

By connecting internal business and external market data, EDITED infuses intelligence into every retail decision. We help retailers increase margins, generate more sales, and drive better business outcomes through AI-powered market and enterprise intelligence that fuels automation. 

At EDITED, we foster a dynamic and inclusive culture where creativity thrives and collaboration is at the heart of everything we do. Our environment is dynamic and supportive, encouraging team members to take initiative, innovate, and continuously grow. We value diversity, transparency, and a shared commitment to excellence, creating a workplace where everyone's voice is heard and contributions are recognised. 

We believe that achieving a positive work-life balance is key to driving innovation and success. Our flexible working options—including hybrid working, flexible hours and a work from anywhere policy—empower our team to perform at their best. 

Location: Sofia (though flexibility to cover UK and US timezones where required. Also weekend cover may be required at times).

Type: Full time, 12-month Fixed-Term Contract (FTC)

The Role

We are looking for a detail-oriented Customer Support Specialist to join our Customer Operations team. You will be passionate about solving problems and driving change within the retail industry. You will work closely with our Customer Success and Product & Engineering teams to solve customer problems, fix issues and contribute to our customer-facing knowledge base. This is an exciting and fast-paced role, so we're looking for someone who enjoys multitasking and working cross-functionally.

Because we build AI-driven products, you'll work alongside AI tools every day - using them to respond faster and better, while bringing the judgment to know when an answer needs a human. It's a role with plenty of autonomy, so we need someone organised, self-motivated and genuinely good with people.

We build and sell an industry-leading product in a trillion dollar industry; perform well and you’ll be rewarded. However, it’ll take ambition, self-motivation and a work ethic that’s equal parts collaborative and independent - so if those are the words that people use when they describe you, we’d love to chat.

Responsibilities

• Execute daily customer support processes by responding to incoming inquiries from both internal and external users.

• Engage customers through all support channels, solving technical questions and issues independently.

• Work with our automation tools: review and sharpen AI-drafted replies before they reach a customer.

• Drive long term customer satisfaction and independent utilisation of the EDITED platform through world class support.

• Liaison between the Customer and Product & Engineering to ensure bugs, and data issues are resolved in a sufficient and timely manner.

  • Translate between worlds - explaining technical issues to customers in plain terms, and customer impact to internal teams.

• Own customer knowledge base - keeping it accurate and genuinely useful so customers can self-serve.

• Act as platform admin for internal and external user base.

Requirements

Essential:

• 1-2 years experience in a commercial/office environment

• Strong organisation and the ability to juggle shifting priorities.

• You must be an excellent communicator. Excellent written English - clear, warm and professional! Email is how we communicate with customers.

• A genuine problem-solver who's analytical and comfortable working with data.

• Enjoy working both autonomously and in a team

Nice to have:

• Experience using a ticketing system (we use Hubspot & Jira)

• A more technical streak for investigating issues, some of our existing team members have more technical skills to help us work more effectively with P&E.

Benefits

• If you’re a working parent, you can utilise our flexible working policy to ensure you can work around your schedule - this means starting + finishing when it suits you best!
• Flexibility and understanding for big life events like the first day of school or school sports day
• Additional Health Insurance
• Free drinks in the office
• MultiSport card
• Gaming & relax areas
• Corporate discounts
• Employee referral program

We do not use AI to source, screen, evaluate, or make decisions about candidates - every hiring decision is made by our team. We use Ashby, our applicant tracking system, which includes AI-assisted interview notetaking and automation for scheduling interviews and sending routine emails. These tools support our hiring process but do not make hiring decisions. We aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.