Customer Support Engineer

Customer Support Engineer

Location: UK (Although this position is remote, it is required that you are a resident in the UK)

Please note this will be to work US Hours (2pm-11pm WET)

We are looking for someone to join our Customer Support team, helping us to build epic client happiness.

Who are we?

Ometria is a customer data and marketing platform that helps retailers increase CRM revenue by sending personalized marketing messages throughout the customer journey.

Our solution combines the data unification and customer insight of a CDP with a cross-channel marketing orchestration platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria’s proven approach to accelerating revenue – our Retail Success Model™ – is a first-of-its-kind data science model for driving CRM growth in retail. It combines four proprietary AI algorithms that analyse a retailer’s CRM performance and deliver a bespoke marketing plan for reaching their revenue goals.

We are trusted by the fastest-growing retail brands in the world such as MADE.com, Hotel Chocolat, Pepe Jeans and Feelunique.

We have a team of over 130 Ometrians based in UK, US and Europe and we have raised $70M from leading capital venture funds like Infravia and Octopus.

What will you be doing?

Joining our Customer Support team, you will be answering all in-bound queries (tickets, calls and live chat) from our customers using Zendesk - from passing on simple 'How do I...' queries to internal teams to investigating API integrations, HTML template queries and more complex application problems.

You will also identify documentation requirements, or updates to existing documentation. We also run a paid on-call rota system for emergencies which you will participate in once up to speed.

The Support team works closely with the Customer Success and Development teams, capturing feedback on product enhancements, reporting issues, account trends and updating documentation.

 

What kind of people do well in this role?

• Experienced - you have experience handling tiered support tickets for a data-focussed software company (or similar)
• Excellent communicator - you have exceptional writing skills and can communicate technical information in a clear, concise way to a variety of stakeholders - from CMOs to Developers on the phone and by email. You know how to make clients happy and go out of your way to do so.
• Passionate about customer experience - You know what makes customers happy and go above and beyond to deliver epic services, getting it right the first time.
• Organised - you are bale to work in a really fast paced envionrment, juggling multiple tickets at the same time.
• Data-driven - you're comfortable working with big data sets and are able to manipulate these to pull interesting insights using tools such as Excel/Google Sheets.

 

Why join Ometria?

One of our values is “It's awesome to be here”, here are some of the reasons we love working here:

• Team of amazing people

We are committed to hiring the right people and maintaining our culture as we grow

• Making sure you’ll have an impact

We’re solving interesting challenges and you’ll have a say in how we solve them

• Supporting learning and development

We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles

• Going above and beyond to help each other

We’re all part of the bigger picture. We love helping each other and celebrate success together

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, age, family or parental status, national origin, veteran, neurodiversity status or disability status.

Benefits

 

• 30 days holiday + day on birthday (plus bank holidays)
• Private Healthcare with Bupa
• Access to Spill (Mental health support)
• Access to a Calm subscription for one year
• Income Protection
• Life assurance
• Salary Sacrifice pension (employee pays 5%, Ometria matches 5%)