Customer Operations Specialist

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. 

The Role

We are looking for an organised and collaborative Customer Operations Specialist to join our growing Customer Operations team. You will play a pivotal role in ensuring we deliver an excellent service to our customers and maintain our status as the market leader in retail intelligence. By working closely with our Customer Success and product & Engineering teams, you will be responsible for providing seamless communication between our customers and internal teams, and prioritising quality customer support through strong knowledge of our systems and platforms. You will be passionate about becoming an expert in EDITED’s product range and data management, and driving change within the retail industry.

This is an exciting and fast-paced role, so we're looking for someone who enjoys multitasking and being incredibly well organised. This role requires a strong work ethic, resilience and excellent collaboration and time management skills, and is perfect for someone who never wants to stop learning and wants to have a strong voice in determining how things should be done at EDITED. 

Responsibilities

• Deliver quality customer support and drive long-term customer satisfaction by responding promptly and effectively to customer inquiries, providing support and guidance on our apps and platforms.

• Collaborate with Customer Success and Product & Engineering teams to resolve complex technical issues, such as defects, bugs, and data issues in a sufficient and timely manner.

• Participate in new feature releases, testing and validating functionality while advocating for customer and business priorities.

• Own and maintain the EDITED customer knowledge base to promote self-sufficiency among customers. 

• Act as platform admin for internal and external user base

• Identify and share support trends and analysis with key internal stakeholders to drive efficiency across the business

Requirements

It’s important for us to look for candidates that strive for excellence with a positive attitude, a strong sense of ownership and work ethic, and a passion to consistently develop and improve their knowledge and skillset. If you’re excited about this role and the opportunity to work at EDITED, we encourage you to apply even if you only match some, rather than all, of the requirements.

Essential:

• 1+ years experience in a commercial/office environment, ideally within a customer-focused software company

• Interest in/experience with Data and AI

• Passion for the retail industry

• Exceptional organisation and time management skills

• Strong written communication skills 

• Proven ability to multitask and prioritise

• A resilient attitude to stay motivated in a tough environment

• A problem solving skillset and enjoy working both autonomously and collaborating with different teams

Nice to have:

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

• Experience with basic analytical tools (such as Excel or Google Sheets)

Benefits

• You can utilise our flexible working policy to ensure you can work around your schedule - this means starting & finishing when it suits you best!

• At EDITED we are set up to work remotely and utilise a hybrid approach with a minimum requirement of 2 days per week in the office

• Enhanced parental leave policy

• 25 days annual leave + public holidays (and an extra day for every year at EDITED)

Find out more about working at EDITED here: https://edited.com/careers/

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.