About the role

Support Executive managing the support desk at Ozone for digital advertising operations. Ensuring timely resolutions to internal and external customer queries with high-quality operational support.

Responsibilities

Manage the support desk and address internal and external customer queries efficiently and effectively.
Support Ozone’s implementation and maintenance of RTB and Audience infrastructure across customers.
Support the day-to-day operations of Ozone’s support desk, ensuring all customer queries—both internal and external—are resolved in a timely and professional manner.
Serve as a primary point of contact for internal queries, including Publisher Services, TradingOps, Publisher Ops, and RevOps, to support their delivery of customer objectives.
Monitor and triage support requests, prioritizing them based on impact and urgency, and ensuring their resolution through clear communication and escalation where needed.
Ensure Ozone meets committed customer SLAs.
Support the wider Technical Operations team to onboard new customers and products.
Collaborate with the Operations and Product teams to surface recurring support issues and inform improvements to Ozone’s processes and tools.
Work proactively to identify technical issues and opportunities and own the process to resolution.
Support team managers to set sprint goals; taking responsibility for ensuring that technical issues and opportunities are surfaced through the support desk for prioritisation.

Around 1 years’ experience working in a digital advertising business, preferably as part of an Ad-Operations team or as part of a Programmatic Trading unit.
A foundational understanding of key programmatic technologies, including ad-serving, DSP & SSP setup, DMP, CMP, header bidding/Prebid, and common tracking solutions.
A foundational understanding of data analysis, with experience using Microsoft Excel/Google Sheets.
A working knowledge of SQL and familiarity with a range of analytics platforms, including Google Big Query & Google Data Studio, is a bonus.
A commitment to providing excellent service to stakeholders.
Enjoys problem-solving and takes a data-led approach to help identify and resolve issues.
Strong communication skills, both written and verbal.
Well-organised and diligent, with a strong ability and willingness to learn and adapt.
Curious and proactive, with the ability to approach tasks with rigour and urgency.
Enjoy working in a fast-paced environment.
Ability to clearly and concisely communicate technical information to stakeholders, and to contribute to documentation.
Preferably, experience with project management tools such as Jira.
Preferably, experience with managing support requests or working within a support function.

30 days annual leave plus your birthday day off
Competitive AVIVA pension scheme, with employer contributions up to 4%
Medical cash plan – contributions towards a range of health benefits including physiotherapy, prescriptions and health screenings.
Private Medical Insurance with Vitality – includes unlimited virtual GP consultations and Mental Health support, in addition to cover for illness and a number of other incentives and benefits. This also includes generous cash allowances towards optical, dental and audio needs.
Income protection - to support you financially following serious illness or injury. This pays up to 70% of your salary for up to 5 years
Group life assurance – tax free lump sum of 4x salary paid to your chosen beneficiaries
Employee Assistance Programme – range of mental wellbeing support including life coaching and crisis support
Rewards and discounts via interactive apps to make savings at your favourite brands, including gym discounts and savings on holiday and travel
Cycle to work scheme with Evans Cycles
Childcare salary sacrifice with Yellownest
Hybrid working – mix of office and home working