Customer Support Engineer, Ometria

Salary not provided

HTML

Zendesk

Junior and Mid level

Remote from UK

More information about location

Customer data & marketing platform

Be an early applicant

Customer data & marketing platform

101-200 employees

B2BArtificial IntelligenceEnterpriseMarketingCommunicationSaaS

Be an early applicant

Salary not provided

HTML

Zendesk

Junior and Mid level

Remote from UK

More information about location

101-200 employees

B2BArtificial IntelligenceEnterpriseMarketingCommunicationSaaS

Company mission

To help retailers create marketing experiences their customers will love.

Job

Company

Role

Who you are

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 able 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

What the job involves

We are looking for someone to join our Customer Support team, helping us to build epic client happiness
You'll play a critical role delivering an excellent customer support experience to users of the platform, reporting directly to the Director of Support and processing a wide variety of tickets
Primary focus will be delivering industry leading customer support against defined SLAs, ensuring 100% satisfaction
Answering all in-bound queries (tickets, calls and live chat) from our customers using our ticketing platform (Zendesk)
Queries range from passing on simple 'How do I...' queries to internal teams, to investigating API integrations, HTML template queries and more complex application related problems
Identifying new documentation requirements or updates to existing documentation and sharing with our product team
Sharing knowledge within the team to help identify issue trends and up-skill peers
Working closely with the Customer Success and Development teams, capturing feedback on product enhancements, reporting issues and account trends
Participating in our paid on-call rota system for emergencies once up to speed

Our take

Consumers are becoming increasingly frustrated with irrelevant ads, particularly as competition in retail intensifies. Recognising this, Ometria uses AI-powered targeting to ensure ads are personalised, providing businesses with more effective marketing and offering consumers a better experience with fewer unwanted ads.

Serving top retailers like Sephora, Steve Madden, and Notonthehighstreet.com, Ometria has become a leader in the field. With its experienced founding team and strategic partnerships strengthening its position in the industry.

Its impact is evident, with a three-year study revealing that retailers using its platform saw a 430% return on investment. Alongside this, the company is making strides towards sustainability, achieving Positive Planet-verified carbon-neutral status.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

-5% employee growth in 12 months

Glassdoor (4.1)

Company

Funding (last 2 of 7 rounds)

Nov 2021

$40m

SERIES C

Sep 2019

$21m

SERIES B

Total funding: $72.3m

Company benefits

30 days holiday + 1 day on your birthday (plus bank holidays)
Health Insurance (Bupa)
Mental Health Support (Spill, Calm)
Cycle to work scheme
Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
Professional Development Fund

Company HQ

City of London, London, UK

Leadership

Ivan Mazour

(CEO)

Previously founder of Interactive Art and Innova.

Djalal Lougouev

(CSO)

Previously worked in finance at Credit Agricole. Also co-founded Innova Kapital.

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