Ometria is hiring a

Customer Support Engineer - Southampton

Southampton, United Kingdom

Customer Support Engineer

Location: Southampton

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

Who are we?

You know those annoying marketing messages you get every day. Well they're only going to get worse unless someone does something about it. Ometria's purpose is to help retailers create marketing experiences their customers will love.

We use data to truly understand each customer, and make sure that their experiences are ones they truly find valuable. We do this right now for 200 of the fastest growing retail brands, from to Hotel Chocolat, and for 200 million individual people across the world. We have (rather empty) offices based in London, New York and Southampton, and have raised over £25m from leading VCs like Octopus and Summit.

What will you be doing?

Joining a Customer Support team of 5, you will be answering all in-bound queries (tickets 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, plus cover some international hours, 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.

We also run a paid on-call rota system for emergencies, plus cover some international hours, which you will participate in once up to speed.

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 the customer experience

You know what makes customers happy and go above and beyond to deliver epic service, getting it right the first time.

  • Organised
    You are able to work in a really fast-paced environment, 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”, which we show with our:

  • 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, with our development fund we make sure the team has the tools they need to excel
  • 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, family or parental status, national origin, veteran, neurodiversity status or disability status