At a Glance
- Tasks: Resolve complex customer issues and drive improvements across systems and processes.
- Company: Join a dynamic team at Epos Now, focused on innovation and collaboration.
- Benefits: Gain exposure to Product Operations and enhance your problem-solving skills.
- Other info: Great opportunity for career growth and skill development.
- Why this job: Make a real impact by shaping how Support and Product teams work together.
- Qualifications: Experience in Tier 2 Support or Payments Troubleshooting is essential.
The predicted salary is between 35000 - 45000 € per year.
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 escalate 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.
Why Apply?
This is a great opportunity for someone who enjoys solving complex problems, influencing change beyond individual cases, and shaping how Support, Product, and Engineering work together. You’ll gain exposure to Product Operations, Payments, Defect Management, and Release Readiness—a strong next step for anyone looking to grow their skills further than Tier 2.
Internal Criteria
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.
- Length of Service: 12 months in your current role at Epos Now.
- Performance: Performance is on or above Target (averaged over the last 3 consecutive months).
- Absences and Behaviours fall in line with company policy.
✨✨ Internal Opportunity - Tier 2 Product Operations Consultant ✨✨ in Norwich employer: Epos Now Group
Epos Now is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for those passionate about customer outcomes and continuous improvement. With a strong focus on employee growth, this role offers exposure to various aspects of Product Operations and Payments, ensuring that team members can develop their skills and advance their careers in a supportive environment. Located in a vibrant area, Epos Now provides unique advantages such as a dynamic team atmosphere and opportunities to influence meaningful change across the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land ✨✨ Internal Opportunity - Tier 2 Product Operations Consultant ✨✨ in Norwich
✨Tip Number 1
Get to know the ins and outs of our products! Dive deep into the technical aspects and customer pain points. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or through our internal channels. Ask them about their experiences and any tips they might have for landing the role.
✨Tip Number 3
Prepare for scenario-based questions! Think about how you would handle specific customer issues or escalations. Practising these scenarios can give you the edge during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team!
We think you need these skills to ace ✨✨ Internal Opportunity - Tier 2 Product Operations Consultant ✨✨ in Norwich
Some tips for your application 🫡
Show Off Your Skills:Make sure to highlight your Tier 2 support experience and any technical troubleshooting skills you've got. We want to see how you can tackle complex problems and improve customer outcomes!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to explain your past experiences and how they relate to the role. We love a good story, but make sure it’s easy to follow!
Tailor Your Application:Don’t just send a generic application! Tailor it to the specific role by mentioning key accountabilities from the job description. Show us why you’re the perfect fit for this position at StudySmarter.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Epos Now Group
✨Know Your Stuff
Make sure you brush up on your Tier 2 support and payments troubleshooting experience. Be ready to discuss specific cases where you've resolved complex issues, as this will show your technical investigation skills and problem-solving abilities.
✨Communicate Clearly
Since excellent written communication is key for this role, practice articulating your thoughts clearly. Prepare to explain how you document cases and provide customer guidance, as well as how you ensure minimal follow-up is needed after your interventions.
✨Show Your Collaborative Spirit
This role requires cross-functional collaboration, so think of examples where you've worked with different teams like Product, Engineering, or Payments. Highlight how these collaborations led to faster resolutions and improved processes.
✨Emphasise Continuous Improvement
Demonstrate your passion for customer outcomes and continuous improvement by sharing insights from past experiences. Discuss how you've contributed to defect management or trend analysis, and how those efforts have driven positive changes in your previous roles.
