✨✨ Internal Opportunity - Tier 2 Product Operations Consultant ✨✨

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    "location": {
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      "postalCode": "NR4 6DJ",
      "addressCountry": "United Kingdom"
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    "datePosted": "2026-05-13",
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    "description": "<p><span style=\"font-size: 18pt\">🎯 <span style=\"font-weight: bold\">Role Purpose</span></span></p>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p>The <span style=\"font-weight: bold\">Tier 2 Product Operations Consultant</span> plays a key role in resolving complex technical and product-related customer issues—particularly across <span style=\"font-weight: bold\">payments and platform functionality</span> 💳🧩</p>\n<p>Acting as a bridge between <span style=\"font-weight: bold\">Frontline Support, Product, Engineering, and Payments</span>, this role champions the <span style=\"font-weight: bold\">voice of the customer</span> 🗣️ while driving continuous improvement across systems, processes, and support capability.</p>\n<p>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 🤝</p>\n<p><br></p>\n<p><span style=\"font-size: 18pt\">🛠️ <span style=\"font-weight: bold\">Key Accountabilities &amp; What Success Looks Like</span></span></p>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p>🔎 <span style=\"font-weight: bold\">Case Ownership &amp; Resolution</span></p>\n<ul>\n<li>Own and resolve all Tier 2 escalations end-to-end</li>\n<li><span style=\"font-weight: bold\">Success:</span> SLA met, proactive updates, minimal follow-up required ⏱️</li>\n</ul>\n<p>📘 <span style=\"font-weight: bold\">Customer Guidance &amp; Prevention</span></p>\n<ul>\n<li>Provide clear, preventative case summaries and share helpful guides</li>\n<li><span style=\"font-weight: bold\">Success:</span> Fewer repeat issues and improved self-resolution 🙌</li>\n</ul>\n<p>🔄 <span style=\"font-weight: bold\">Escalation Quality</span></p>\n<ul>\n<li>Feedback to Tier 1 on non-essential escalations</li>\n<li><span style=\"font-weight: bold\">Success:</span> Reduced unnecessary escalations and stronger Tier 1 quality 📈</li>\n</ul>\n<p>🐞 <span style=\"font-weight: bold\">Defect &amp; Bug Management</span></p>\n<ul>\n<li>Log and escalate bugs to Tier 3 and Engineering with clear documentation</li>\n<li>Collaborate on defect prioritisation and backlog reviews</li>\n<li><span style=\"font-weight: bold\">Success:</span> Faster understanding and quicker fixes 🚦</li>\n</ul>\n<p>🧪 <span style=\"font-weight: bold\">Release &amp; Feature Support</span></p>\n<ul>\n<li>Test and validate new features before go-live</li>\n<li><span style=\"font-weight: bold\">Success:</span> Smooth releases with minimal customer impact 🚀</li>\n</ul>\n<p>📊 <span style=\"font-weight: bold\">Trend &amp; Insight Analysis</span></p>\n<ul>\n<li>Investigate recurring technical and product issues</li>\n<li><span style=\"font-weight: bold\">Success:</span> Trends drive improvements to product, process, or content 💡</li>\n</ul>\n<p>🌍 <span style=\"font-weight: bold\">Cross-Functional Collaboration</span></p>\n<ul>\n<li>Work with Product, Engineering, Payments, L&amp;D, AI Optimisation, and global Support teams</li>\n<li><span style=\"font-weight: bold\">Success:</span> Strong relationships and faster resolution on complex issues 🤝</li>\n</ul>\n<p>💬 <span style=\"font-weight: bold\">Customer &amp; Community Feedback</span></p>\n<ul>\n<li>Monitor NPS, Service Desk, and community feedback</li>\n<li><span style=\"font-weight: bold\">Success:</span> Insights shared and acted on quickly 🧠</li>\n</ul>\n<p>📚 <span style=\"font-weight: bold\">Knowledge &amp; Documentation</span></p>\n<ul>\n<li>Maintain and improve guides and knowledge base content</li>\n<li><span style=\"font-weight: bold\">Success:</span> Fewer queries and increased Tier 1 self-sufficiency ⭐</li>\n</ul>\n<p>⚖️ <span style=\"font-weight: bold\">Regulatory &amp; Platform Awareness</span></p>\n<ul>\n<li>Stay informed on changes impacting payments</li>\n<li><span style=\"font-weight: bold\">Success:</span> Risks flagged early and mitigations in place 🔍</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 18pt\">👀 <span style=\"font-weight: bold\">What We’re Looking For</span></span></p>\n<ul>\n<li>Proven <span style=\"font-weight: bold\">Tier 2 Support or Payments Troubleshooting experience</span></li>\n<li>Strong technical investigation and problem-solving skills 🧠</li>\n<li>Excellent written communication and documentation ✍️</li>\n<li>Confidence working cross-functionally</li>\n<li>A passion for customer outcomes and continuous improvement 💙</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 18pt\">🌱 <span style=\"font-weight: bold\">Why Apply?</span></span></p>\n<p>This is a great opportunity for someone who enjoys solving complex problems, influencing change beyond individual cases, and shaping how <span style=\"font-weight: bold\">Support, Product, and Engineering</span> work together.</p>\n<p><br></p>\n<p>You’ll gain exposure to <span style=\"font-weight: bold\">Product Operations, Payments, Defect Management, and Release Readiness</span>—a strong next step for anyone looking to grow their skills further than Tier 2 🚀</p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold; text-decoration: underline\">Internal Criteria </span></p>\n<p><br></p>\n<p>All Internal roles are subject to internal candidates meeting the criteria, please ensure you  discuss your intention to apply for this vacancy with your Line Manager. </p>\n<p><br></p>\n<ul>\n<li>Length of Service 12 months in your current role at Epos Now</li>\n<li>Performance - Performance is on or above Target (averaged over the last 3 consecutive months) </li>\n<li>Absences and Behaviours fall in line with company policy  </li>\n</ul>",
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