People Operations Specialist (12-month FTC)

EDITED

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 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.

Multiverse

Multiverse is the upskilling platform for AI and Tech adoption. We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce. Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance. In April 2026, we announced $70 million in strategic funding, led by Schroders Capital, with participation from StepStone Group, Lightspeed Venture Partners and General Catalyst. At an increased valuation of $2.1bn, the round makes us Europe’s first EdTech double unicorn. But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output. Join Multiverse and power our mission to equip the workforce to win in the AI era. About the Role As a Pod Operations Specialist, you are the "engine room" of the Mid-Market Client Delivery Team’s operational excellence. This is a team of over 30 coaches delivering AI, Data and apprenticeship programmes to over 4000 learners from 300 employers. Reporting to the Operations Manager, you will own the execution, maintenance, and optimisation of the workflows that support a vast array of clients and their learners. You act as a force multiplier for our coaches, leveraging data and automation to remove administrative friction and ensure every learner has a seamless journey from kickoff to completion. This is a high-impact, hybrid role based in London, requiring 3 days per week in the office to collaborate closely with the delivery team. Please note that this is a 12-month fixed-term contract. What You’ll Do * Directly own the tracking, reporting and improvement of the pod’s primary learner health metrics. * Use Metabase, SQL, and the Tableau dashboards to identify "leading indicators" of attrition. You will provide qualitative analysis to "paint a picture" of risk for MBR/QBR reporting, responding to deep-dive queries on client health. * Maintain and optimise pod infrastructure within our Knowledge Base, ensuring SOPs and "Sources of Truth" are always accurate. * Execute critical delivery workflows, including processing Breaks in Learning, managing Gateway bookings, ensuring coach cover and overseeing the administrative side of apprentice programme success. * Act as the operational point of contact for Account Kickoffs, working with Customer Success Managers, Launch, and Admissions teams. You will also organise learner allocations and manage platform transfers of learners. * Surface insights for weekly and monthly learner retention reports, conducting deep dives and creating reports that can be shared with senior stakeholders. * Identify opportunities to use AI tools and no-code solutions (e.g., Slack Workflows, Gems, Claude artifacts) to automate repetitive tasks and improve pod efficiency. About You * You are comfortable navigating complex datasets (Metabase, GSheets) and can independently derive actionable insights from raw data. * You have a high degree of comfort with ambiguity and provide clarity for stakeholders in a fast-paced environment. * You have experience - or a strong willingness to master - tools like Metabase, Tableau or SQL for troubleshooting, and AI-driven workflows. * You can translate technical data into clear, concise narratives for leadership and commercial teams. * You don't just report issues; you identify root causes and build systems to prevent them from reoccurring. Success in this Role Success for the P5 Specialist is measured by the "health of the pod." This means zero gaps in data hygiene, timely processing of all learner transitions, and a measurable reduction in the administrative load on our coaching cohort. Benefits * Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year * Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support * Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month * Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year * Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked! Our Commitment to Diversity, Equity and Inclusion We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here. Our Commitment to Safeguarding Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS). For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings. Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.

DEPT

This is a 6 month fixed term contract initially, with potential for extension. DEPT® is a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, our 4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and Climate Neutral since 2021. JOB PURPOSE This role is part of our Global Studios team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients. * Commitment: Part-time, 2 days per week (15 hours), based in our Sydney office. * Hours: Thursday is a mandatory full day in the office (7.5 hours / 9am-5.30pm with an hour unpaid lunch break). The remaining day (7.5 hours) can be worked on Tuesday, Wednesday, or split across both days. WHAT YOU’LL DO: Front of House & Workplace Operations:  * Client Experience: Greet visitors, manage meeting room bookings, and coordinate hospitality/catering. * Facilities & Space Management: Maintain the daily look and feel of the space (including tidying, managing bins, and restacking dishwashers). * Logistics & Supplies: Oversee mail, courier services, office procurement, and stationery inventory. * Vendor Relations: Act as the main point of contact for building management, cleaners, plant maintenance, and external suppliers. * Tech & Safety: Partner with IT site support to log equipment issues, and act as our trained First Aider and Fire Warden. Office Administration Tasks:  * Team Support: Assist the People & Leadership teams with local onboarding and offboarding setups. * Budgeting: Track daily office expenditure against the workplace budget and manage the office furniture inventory. * Compliance & Sustainability: Work with the Office Experience Lead (based in London) to maintain safety certificates and support local sustainable practices in line with our global B Corp certification. * Support the EMEA recruitment team with ad-hoc recruitment tasks such as scheduling interviews for the Australian hiring team, reviewing applications, answering candidate queries and generally supporting the recruitment process whilst the EMEA recruitment team are offline.  Culture & Team Experience:  * Event Support: Partner with the Office Experience Lead and local leadership team to plan, execute, and communicate local social events and cultural activities. * Global Alignment: Help unify our local Sydney vibe with our broader Global Studios network so our teams enjoy a consistent workplace experience. * Ad-Hoc Projects: Lend a hand with internal communications, creative workplace projects, and administrative tasks for senior management as they arise. WHAT WE ARE LOOKING FOR * Previous experience within an agency environment is desirable * Highly computer-literate with experience with G Suite * Excellent verbal and written communication skills * Superb organisational and multitasking skills * Discretion in handling confidential information * A service-oriented approach with excellent interpersonal skills * Ability to handle multiple tasks effectively in a fast-paced environment * Adaptability to shifting work priorities  * Someone that is able to work flexibly * A conscientious work ethic WE OFFER  Note on Entitlements: The package details below are based on a full-time equivalent (FTE) position. All salary, leave balances, and benefits will be pro-rated to align with your part-time and fixed-term schedule. * 20 days of paid holiday each year, plus relevant public holidays.  * Doona Day - 1 additional day off paid leave each year to enjoy some downtime.  * Birthday Leave, 1 day paid day off each year to be taken during your birthday week.  * Annual Leave Purchase Scheme.  * 12% Superannuation Contribution.  * Access to dedicated mental health resources including sick & carer’s leave scheme, employee assistance programme and trained Mental Health First Aiders.  * Dept Allowance, a dedicated company contribution towards professional development.  * Long Service Leave, provided in accordance with relevant state legislation.  * Enhanced Parental Leave.  * Learning and Development, continuous growth opportunities through internal training, and "inspirational talks” guest speakers. * Buddy Program, you will be paired with a ‘Buddy’ to help you navigate your first weeks’ at DEPT®. * A Certified BCorp Agency and is multi-award winning “Agency of the Year”.  * Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together! * Global DEPT® Cares Month, an annual initiative where our teams donate their professional skills and time to support local charities and pr-bono projects. * Talent Referral Scheme.  WHY DEPT®? We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA. We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter. At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build. AI Disclosure: At DEPT®, we use AI-assisted technology (Metaview) to capture notes and summarize interview conversations, so our interviewers can stay fully focused. Using the AI is optional, just let us know if you’d prefer it not be used. DIVERSITY, EQUITY & INCLUSION  At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives. Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine. We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us. Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.