Internal Opportunity - Tier 2 Product Operations Consultant

Posted 9 days 7 hours ago by Epos Now Group

Permanent
Not Specified
Other
Norfolk, Norwich, United Kingdom, NR1 1
Job Description
Role Purpose

The Tier 2 Product Operations Consultant plays a key role in resolving complex technical and product-related customer issues-particularly across payments and platform functionality.

Acting as a bridge between Frontline Support, Product, Engineering, and Payments, this role champions the voice of the customer while driving continuous improvement across systems, processes, and support capability.

You'll take full ownership of escalated cases, lead high-quality investigations, contribute to defect management, and help reduce future issues through insight, documentation, and collaboration.

Key Accountabilities & What Success Looks Like Case Ownership & Resolution
  • Own and resolve all Tier 2 escalations end-to-end
  • Success: SLA met, proactive updates, minimal follow-up required
Customer Guidance & Prevention
  • Provide clear, preventative case summaries and share helpful guides
  • Success: Fewer repeat issues and improved self-resolution
Escalation Quality
  • Feedback to Tier 1 on non-essential escalations
  • Success: Reduced unnecessary escalations and stronger Tier 1 quality
Defect & Bug Management
  • Log and elevate bugs to Tier 3 and Engineering with clear documentation
  • Collaborate on defect prioritisation and backlog reviews
  • Success: Faster understanding and quicker fixes
Release & Feature Support
  • Test and validate new features before go-live
  • Success: Smooth releases with minimal customer impact
Trend & Insight Analysis
  • Investigate recurring technical and product issues
  • Success: Trends drive improvements to product, process, or content
Cross-Functional Collaboration
  • Work with Product, Engineering, Payments, L&D, AI Optimisation, and global Support teams
  • Success: Strong relationships and faster resolution on complex issues
Customer & Community Feedback
  • Monitor NPS, Service Desk, and community feedback
  • Success: Insights shared and acted on quickly
Knowledge & Documentation
  • Maintain and improve guides and knowledge base content
  • Success: Fewer queries and increased Tier 1 self-sufficiency
Regulatory & Platform Awareness
  • Stay informed on changes impacting payments
  • Success: Risks flagged early and mitigations in place
What We're Looking For
  • Proven Tier 2 Support or Payments Troubleshooting experience
  • Strong technical investigation and problem-solving skills
  • Excellent written communication and documentation
  • Confidence working cross-functionally
  • A passion for customer outcomes and continuous improvement