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- Tasks: Provide top-notch support to customers via tickets, email, and chat.
- Company: Join Zitcha, a leader in Retail Media technology.
- Benefits: Competitive salary, extensive development opportunities, and a collaborative team culture.
- Other info: Remote work with monthly London office visits and a focus on continuous improvement.
- Why this job: Be the first point of contact and make a real impact on customer success.
- Qualifications: Strong communication skills and experience in frontline support.
The predicted salary is between 30000 - 42000 £ per year.
Zitcha is building the world’s most unified Retail Media Platform — designed to be the single place retailers and brands create, manage, and measure omnichannel retail media. By bringing onsite, offsite, and in-store advertising together in one seamless system, Zitcha simplifies the complexity of running a modern Retail Media Network. Our platform combines campaign management, planning, and reporting into one intuitive dashboard, enabling brands and retailers to collaborate efficiently, activate audiences across channels, and drive better outcomes. With a focus on connectivity, control, and continuous innovation, Zitcha is shaping the future of retail media through smarter, more streamlined technology.
The Frontline Support Associate is the first point of contact for Zitcha customers by owning inbound support tickets end-to-end—triaging issues, resolving platform questions, escalating bugs with clear diagnostics, and delivering fast, friendly, high-quality support that keeps users successful on the Zitcha platform. You will be responsible for owning the inbound support process and working with our operations and product specialist to continuously improve support processes for our customers.
Primary Responsibilities- First-line support via tickets, email, and chat (meeting SLAs).
- Triage, resolve, and elevate issues using Tier 1-3 structure.
- Campaign scheduling and QA.
- Daily live orders checks, pacing checks, and over/under-spend monitoring.
- Upload and QA plan reports.
- System configuration tasks (creating networks/advertisers, refreshing product sets, linking offsite accounts, etc.).
- Use documentation to self-solve where possible.
- Collaborate with Operations, Solutions/Engineering, and Customer Success.
- Monitor EMEA Helpdesk queue (tickets, email, chat) and respond within SLA.
- Triaging using decision trees and escalation processes; update ticket status and tags correctly.
- Perform first-line investigation and resolution for common issues (access problems, configuration queries, how-to questions, etc).
- Daily live order and pacing checks; flag and adjust where needed within defined rules.
- Assist with over/under-spend checks and related reporting tasks.
- Upload and QA plan reports.
- Create new network/advertiser accounts and wallets.
- Offsite tasks (Meta/Google/YouTube linking, product set management, basic integration checks).
- Raise/track Jira tickets & Slack messages for technical issues and elevate.
- Communicate updates and outcomes via Slack.
- Use and update internal documentation where appropriate.
- Strong written and verbal English communication; clear & concise.
- Proactive, solutions-focused, and comfortable owning outcomes.
- Detail-oriented.
- High degree of self-sufficiency – will search documentation and past examples before escalating.
- Reliable, organized, and able to manage competing priorities.
- Comfortable working in a remote, cross-regional team and collaborating asynchronously.
- Desire to continuously improve processes.
- 2 years experience of frontline support.
- Familiarity with SaaS/platform support or technical customer support.
- Interest or knowledge of AdTech, MarTech, or Retail Media platforms.
- Experience with Jira, Confluence, Slack for technical ticketing and documentation.
- Experience with HubSpot or other CRM systems.
- A competitive salary and benefits package.
- Extensive self-development and role expansion opportunities.
- You’ll be working in a fast-paced, high growth, innovative company.
- A supportive, collaborative team environment.
- The opportunity to gain deep exposure to the fastest growing media channel (retail media).
- The ability to shape how we support our rapidly growing customer base across Europe.
- A culture of trust, ownership, and continuous improvement—backed by flexibility, open communication, and a genuine commitment to doing great work together.
Location: Remote (UK only) - with a requirement to visit our London office monthly.
Frontline Support Associate (UK) employer: Zitcha
Contact Detail:
Zitcha Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Frontline Support Associate (UK)
✨Tip Number 1
Get to know Zitcha inside out! Familiarise yourself with their platform and the retail media landscape. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and concise is key. Try role-playing common support scenarios with a friend to boost your confidence.
✨Tip Number 3
Show your proactive side! Think about how you can improve support processes before even starting the job. Bring ideas to the table during interviews to demonstrate your commitment to continuous improvement.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Zitcha team and ready to dive into the world of retail media.
We think you need these skills to ace Frontline Support Associate (UK)
Some tips for your application 🫡
Show Off Your Communication Skills: Since the Frontline Support Associate role is all about clear and concise communication, make sure your written application reflects that. Use straightforward language and keep it professional yet friendly. We want to see how you can convey information effectively!
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've tackled challenges in previous roles. We love proactive, solutions-focused individuals, so let us know how you've owned outcomes and resolved issues in a timely manner.
Be Detail-Oriented: Attention to detail is key for this position. When crafting your application, double-check for any typos or errors. A polished application shows us that you take pride in your work and can manage competing priorities effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Zitcha!
How to prepare for a job interview at Zitcha
✨Know the Platform Inside Out
Before your interview, take some time to familiarise yourself with Zitcha's Retail Media Platform. Understand its features, how it simplifies retail media, and the benefits it offers to users. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Frontline Support Associate, clear communication is key. Prepare examples of how you've effectively communicated with customers in the past, whether through tickets, email, or chat. Highlight your ability to explain complex issues simply and concisely, as this will be crucial in your role.
✨Demonstrate Problem-Solving Abilities
Zitcha values proactive, solutions-focused individuals. Think of specific instances where you've triaged issues or resolved customer queries efficiently. Be ready to discuss your thought process and how you approach problem-solving, especially in a fast-paced environment.
✨Emphasise Your Team Collaboration Skills
Since you'll be working closely with operations and product specialists, it's important to highlight your experience in collaborative environments. Share examples of how you've worked with cross-functional teams, especially in remote settings, to improve processes or resolve issues together.