---
title: 'Customer Operations Specialist (12 Month FTC) at EDITED'
canonical: 'https://feeny.ai/job/customer-operations-specialist-12-month-ftc-edited-sofia-hc6vqnf1k5xp'
type: 'job'
last_seen: '2026-09-17'
---

# Customer Operations Specialist (12 Month FTC) at EDITED

- **Company:** EDITED
- **Location:** Sofia, Bulgaria
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-06-30
- **Last confirmed live:** 2026-09-17
- **Apply:** https://jobs.ashbyhq.com/edited/073af87f-aa21-4814-97c9-ccab089cdc9c/application

**Skills:** Customer Support, Data Analysis, Written Communication, Problem Solving, Autonomy, Teamwork, Hubspot, Jira, Technical troubleshooting

> The Customer Operations Specialist supports the Customer Success and Product & Engineering teams by resolving customer inquiries, managing knowledge base content, and collaborating with internal teams to fix bugs and data issues. This role involves using AI tools to enhance support efficiency and ensuring high custo...

## Job description

## 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

At EDITED, we do not use AI to source, screen, or make decisions about candidates - every hiring decision is made by our team. We use Ashby, our applicant tracking system, which includes some automation for scheduling interviews and sending routine emails. 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.

## About EDITED

## Company Overview
- **One-liner**: EDITED provides the world’s largest aggregation of global retail data, enabling retailers and brands to optimize pricing, assortments, and trends through an AI-powered Retail Intelligence platform.
- **Entity Type**: Private (funded stage: multiple venture rounds, latest round undisclosed)
- **Headquarters**: London, United Kingdom
- **Founded**: 2009
- **Founders**: Not publicly available (founder information is not disclosed on company pages)

## Core Business
- **Primary industry**: Retail Intelligence / AI-powered data analytics for retail
- **Target customers**: B2B – enterprise retailers, brands, and ecommerce teams (e.g., MANGO, PVH, PUMA, Harrods, Woolworths, Inditex, Columbia)
- **Mission or purpose statement**: “Stop explaining the past. Start shaping the future. The result is Retail Superintelligence.” – Focus on replacing descriptive analytics with predictive and prescriptive insights.

## Products & Services
EDITED offers six core product areas, each delivered as a SaaS platform:
- **[Assortment Precision](https://edited.com/)**: Optimize product assortments to reduce waste and increase sell-through.
- **[Pricing Precision](https://edited.com/)**: Smarter pricing and promotional decisions to protect margins.
- **[Competitive Benchmarking](https://edited.com/)**: Real‑time market position tracking and threat/opportunity identification.
- **[Trend Predictability](https://edited.com/)**: Early signal detection for emerging trends, enabling confident merchandising decisions.
- **[Product Positioning](https://edited.com/)**: Boost visibility and discoverability of products across channels.
- **[Customer Profitability](https://edited.com/)**: Understand what drives long‑term customer value and engagement.

Additionally, EDITED integrates with conversational AI tools (Claude, ChatGPT, Copilot) and offers automated reporting and native APIs.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual Revenue of **$18.6 M** (LinkedIn estimate, 2025 data); Total Funding of **$50 M** across 7 rounds
- **Notable Investors/Partners**: Index Ventures (led multiple rounds), Future Fifty (non‑equity assistance), and other institutional investors
- **Growth Signals**:
  - Acquired DynamicAction in 2021, consolidating prescriptive retail analytics.
  - Headcount of 96 employees (‑15% YoY, reflecting strategic restructuring or efficiency focus).
  - Proven customer impact: MANGO gained 900K online customers and 50% ecommerce revenue growth; Hollister created $500K+ incremental revenue; PVH increased sales by 27% and units sold by 31%; Harrods improved revenue per visitor by 4%; PUMA generated $200K additional revenue from option adjustments; Woolworths unlocked a 110% price increase opportunity.
  - Expansion into conversational AI integrations (Claude, ChatGPT, Copilot).

## Competitive Advantages
- **Data moat**: Aggregates 90,000+ brands and 5 billion+ SKUs, tracked daily – the largest known retail data set.
- **AI+ approach**: Combines proprietary retail data with generative AI for actionable, predictive intelligence (Retail Superintelligence).
- **Enterprise traction**: Deep partnerships with global retailers (Inditex, PVH, PUMA, Woolworths) and proven ROI figures.
- **Integration ecosystem**: Native integrations into popular AI assistants and tools, lowering adoption friction.
- **Leadership team**: Experienced tech executives (CEO Doug Kofoid – former CEO of DialogTech, built Google Ads 360 algorithm; CTO David Hartig – former CTO of Fluent Technologies, Workable; CPO Brian Tomz – led product at DynamicAction/eCom).

## Strategic Focus
- **Current priorities**: Shift from descriptive analytics to “Retail Superintelligence” – prescriptive, conversational, and automated insights.
- **Growth direction**: Deepening AI capabilities, expanding into new retail verticals and geographies (offices in New York, London, Sofia, plus teams in Spain, Australia, Canada).
- **Product roadmap**: Further integration with enterprise AI ecosystems and expansion of automated reporting and alerts.

## Why Work Here
- **Culture**: Core values of **P.A.S.S.I.O.N.** (Passionate, Evolving, Accountable, Kind – P.E.A.K.) – emphasis on continuous learning, ownership, and empathy.
- **Flexibility**: Hybrid working model with core hours; trust‑based scheduling. Offices in New York, London, and Sofia with in‑office events, snacks, game nights.
- **Time Off**: 25 days paid leave per year + local public holidays; generous paid sick leave for physical and mental wellness.
- **Benefits**: Pension/401(k) matching, learning & development budgets (courses, conferences, unlimited Go 1 access), enhanced parental leave (adoption, fostering, biological), fertility treatment leave, and an employee referral bonus program.
- **Hiring Process**: 4 stages – CV call (casual conversation), take‑home task (creative problem‑solving), skills interview with teammates, final round interview.
- **Open Roles**: Currently hiring for Account Manager (London), Retail Strategist (London & Remote USA), Staff Machine Learning Engineer (see [careers page](https://jobs.ashbyhq.com/edited)).

## Sources
1. [edited.com – About Us](https://edited.com/about-us/)
2. [edited.com – Careers](https://edited.com/careers/)
3. [edited.com – Homepage](https://edited.com/)
4. [builtin.com – EDITED Company Profile](https://builtin.com/company/edited)
5. [LinkedIn – EDITED Company Page](https://www.linkedin.com/company/edited)
6. [Jobs.ashbyhq.com – EDITED Openings](https://jobs.ashbyhq.com/edited)

## Other roles at EDITED

- [AI Data Engineer](https://feeny.ai/job/ai-data-engineer-edited-sofia-bjwvw3ckhkf6) — Sofia, Bulgaria
- [Customer Success Director EMEA](https://feeny.ai/job/customer-success-director-emea-edited-london-0ybyxrj7e3qx) — London, United Kingdom
- [Technical Sales Executive UK](https://feeny.ai/job/technical-sales-executive-uk-edited-london-qn245xq44ged) — London, United Kingdom
- [Technical Sales Executive US](https://feeny.ai/job/technical-sales-executive-us-edited-united-states-y39s4rqjzr64) — United States
- [Senior GTM Operations Manager](https://feeny.ai/job/senior-gtm-operations-manager-edited-london-7s0428348fdk) — London, United Kingdom