Customer Operations Specialist

About EDITED

EDITED is the global leader in Retail Intelligence. We help retailers increase margins, generate more sales and drive better outcomes through AI-driven Automation and Market & Enterprise Intelligence.

By connecting internal enterprise and external market data, brands like Gymshark, Puma and Abercrombie & Fitch use the EDITED suite of intelligence products to drive insights into action in a more profitable and coordinated way.

At EDITED, we always dream big, with a commitment to deliver measurable value to our customers. We believe in exceeding expectations and challenging the status quo. We do so by delivering our powerful Retail Intelligence Platform that drives better and faster decision making for retailers.

The Role

As a Customer Operations Specialist, you’ll work in the Customer Operations team within our Engineering department, working daily to ensure our customers have the best experience when interacting with our platform. On a daily basis you’ll answer their specific questions relating to the platform via support tickets, whilst also working closely with engineers to ensure the data within our platform is maintained to highest standard.

You’ll be responsible for working with data from some of the biggest retailers in the world, within the biggest database in our sector. It requires a keen eye for detail and a whole lot of organisation - but you’ll love that!

You’ll work closely with our Customer Success and Product teams to solve customer problems 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.

Responsibilities

• Execute daily customer support processes by responding to incoming inquiries from existing clients. To do this successfully you’ll become a product expert - learning the intricate ways our platform works allow you to explain this to customers & internal users

• Engage with customers to solve technical questions and issues independently, within a short timeframe

• Spending the majority of your time working independently but this will be interjected with close work with a variety of EDITED team members - from engineers to customer success

• Getting to grips with a variety of internal and external tools and data frameworks - we want you to enjoy the challenge of learning new things

• Regularly performing data fixes and validation tasks in order to give our customers the best possible data quality

• Generate and provide repeatable solution delivery and reusable content when applicable

• Own and maintain the EDITED customer knowledge base

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

Requirements

Essential:

• Exceptional organisation and time management skills

• Strong numerical skills

• You must be eager to learn and interested in emerging technologies

• You must be an excellent communicator

• Have the ability to multitask and enjoy balancing different priorities

• Be analytical and data literate

• Have a problem solving attitude and enjoy working both autonomously and in a team

Nice to have:

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

• Interest in/experience with Head Office Retail

• Interest in/experience with Data and AI

Perks & 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!

• At EDITED we are set up to work remotely and encourage a hybrid approach where possible, utilising our office hub in London

• Enhanced parental leave policy

• Flexibility and understanding for big life events like the first day of school, getting married, or moving house

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

• Stock options scheme

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.