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 valuable experience in Product Operations and enhance your problem-solving skills.
- Other info: Great opportunity for career growth and exposure to various teams.
- Why this job: Make a real impact by shaping how Support, Product, and Engineering work together.
- Qualifications: Proven Tier 2 Support experience and a passion for solving complex problems.
The predicted salary is between 36000 - 60000 € per year.
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 will take full ownership of escalated cases, lead high-quality investigations, contribute to defect management, and help reduce future issues through insight, documentation, and collaboration.
- Escalation Quality: Reduced unnecessary escalations and stronger Tier 1 quality.
- Defect & Bug Management: Release & Feature Support.
- Trend & Insight Analysis: Trends drive improvements to product, process, or content.
- Work with Product, Engineering, Payments, L&D, AI Optimisation, and global Support teams.
- Customer & Community Feedback: Monitor NPS, Service Desk, and community feedback.
- Maintain and improve guides and knowledge base content.
- Regulatory & Platform Awareness: Risks flagged early and mitigations in place.
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 will 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.
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 in Norwich employer: Epos Now Group
Epos Now is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Tier 2 Product Operations Consultant role. With a strong focus on employee growth, you will have the opportunity to enhance your skills in product operations and payments while working alongside diverse teams to drive meaningful change. Our commitment to continuous improvement and customer satisfaction ensures that you will be part of a dynamic environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Internal Opportunity in Norwich
✨Tip Number 1
Network like a pro! Reach out to colleagues and connections within the company. Let them know you're interested in the Internal Opportunity and ask for insights or advice on how to stand out.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of the product and platform functionality. Show that you understand the complexities of the role and how you can contribute to resolving customer issues.
✨Tip Number 3
Demonstrate your problem-solving skills during the interview. Share specific examples of how you've tackled complex issues in the past, especially those related to payments or product operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re serious about the opportunity.
We think you need these skills to ace Internal Opportunity in Norwich
Some tips for your application 🫡
Show Your Problem-Solving Skills:In your application, make sure to highlight your experience in resolving complex issues. We want to see how you've tackled challenges in the past, especially those related to product operations and customer support.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point about your skills and experiences that relate to the role.
Tailor Your Application:Make your application stand out by tailoring it to the specific role. Mention how your background aligns with the responsibilities of the Tier 2 Product Operations Consultant and how you can contribute to our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important details!
How to prepare for a job interview at Epos Now Group
✨Know Your Stuff
Make sure you’re well-versed in the technical aspects of the role. Brush up on payments and platform functionality, as well as any relevant tools or systems. Being able to discuss these confidently will show that you’re ready to tackle complex issues.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved complex customer issues in the past. Highlight your ability to investigate thoroughly and collaborate with different teams. This will demonstrate your capability to take ownership of escalated cases effectively.
✨Emphasise Collaboration
This role requires working closely with various teams like Product, Engineering, and Payments. Be ready to discuss how you’ve successfully collaborated in the past and how you can champion the voice of the customer while driving improvements.
✨Stay Customer-Focused
Understand the importance of customer feedback and how it drives product improvements. Be prepared to talk about how you’ve used insights from customer interactions to influence change and enhance support processes.
