Customer Support Engineer @Ometria
Customer Service
Salary -
Remote Location remote UK
Job Type Full-time
Posted 2wks ago
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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, 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.



  • 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%)
About The Company

Ometria's mission is to help retailers create marketing experiences their customers will love. Our core technology is a customer marketing platform that enables retailers to send personalised marketing messages throughout the customer journey, increasing customer loyalty and lifetime value.

Backed by top VC funds across the US, UK and Europe, Ometria is trusted by some of the fastest growing retail brands in the world such as, Hotel Chocolat and Feelunique.

Founded in 2013, Ometria started life in a basement in Mayfair with the dream of helping retailers get to grips with their data. Six years later, we now have over a hundred and fifty clients and many new team members, and have moved east to our current home in Shoreditch. Team Ometria has grown to over one hundred people, of sixteen different nationalities, spread across Sales, Marketing, Customer, Product, Engineering and Operations teams. Our four founders - Ivan, Djalal, James and Al - all play an active role in the day-to-day running of the business.


What's it like to work at Ometria?

Our people are the core of our business and we are incredibly proud of the culture we have created.

We go to long lengths to protect and maintain our culture as we grow and are committed to hiring the right people into an inclusive and respectful environment. We don’t just talk about culture, we live and breathe it.

We have created a place where you can make your mark, have your say and collaborate with truly amazing people who are willing to go the extra mile for each other. No one here is the finished article and we are all growing and learning together to reach our goals.

We are looking for open-minded, helpful, self-reflective, passionate and inherently curious people who want to be part of our journey.




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Before You Apply
remote Be aware of the location restriction for this remote position: UK
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Customer Support Engineer @Ometria
Customer Service
Salary -
Remote Location remote UK
Job Type Full-time
Posted 2wks ago
🙈  Does this job need an edit?
Apply for this position
remote Be aware of the location restriction for this remote position: UK
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Customer Support Engineer Apply for this position