Customer Operations Specialist (12 Month FTC)

The role

You will execute daily customer support processes and respond to inquiries from internal and external users. You will work with automation tools, act as a liaison between customers and technical teams, and manage the customer knowledge base.

What you will do

• 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 automation tools to review and sharpen AI-drafted replies.
• Drive long term customer satisfaction and independent utilisation of the EDITED platform.
• Liaison between the Customer and Product & Engineering to ensure bugs and data issues are resolved.
• Translate technical issues to customers and customer impact to internal teams.
• Own customer knowledge base to ensure it is accurate and useful.
• Act as platform admin for internal and external user base.

Required qualifications

• 1-2 years experience in a commercial/office environment
• Strong organisation and the ability to juggle shifting priorities
• Excellent communicator
• Excellent written English
• 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

Benefits

• Flexible working policy for working parents
• Flexibility and understanding for big life events
• Additional Health Insurance
• Free drinks in the office
• MultiSport card
• Gaming & relax areas
• Corporate discounts
• Employee referral program

About the company

EDITED is the world’s leading AI-driven retail intelligence platform. They help retailers increase margins and drive better business outcomes through AI-powered market and enterprise intelligence.