At a Glance
- Tasks: Resolve complex customer issues and improve product functionality across teams.
- Company: Dynamic company focused on customer satisfaction and continuous improvement.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Join a team that values innovation and offers excellent career advancement.
- Why this job: Be the voice of the customer and drive impactful changes in a collaborative environment.
- Qualifications: Experience in Tier 2 support and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 € 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 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
Internal Opportunity - Tier 2 Product Operations Consultant in Norwich employer: Epos Now Group
As an Internal Opportunity for a Tier 2 Product Operations Consultant, our company stands out as an exceptional employer by fostering a collaborative work culture that prioritises employee growth and development. With a strong focus on continuous improvement and customer satisfaction, we offer comprehensive training, mentorship, and the chance to work alongside talented professionals in a dynamic environment. Located in a vibrant area, we provide unique advantages such as flexible working arrangements and a commitment to innovation, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Internal Opportunity - Tier 2 Product Operations Consultant in Norwich
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through our website. Ask them about their experiences and any tips they might have for landing the Tier 2 Product Operations Consultant role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and product knowledge. We recommend practising common troubleshooting scenarios related to payments and platform functionality to show you’re ready to tackle real-world issues.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Be ready to discuss past experiences where you’ve resolved complex customer issues, especially in a Tier 2 support context. We love hearing about how you’ve made a difference!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the interviewers' minds. Plus, it’s a great chance to reiterate your passion for customer outcomes.
We think you need these skills to ace Internal Opportunity - Tier 2 Product Operations Consultant in Norwich
Some tips for your application 🫡
Showcase Your Experience:Make sure to highlight your Tier 2 support or payments troubleshooting experience in your application. We want to see how you've tackled complex issues and what impact you've made in previous roles.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to describe your skills and experiences, as this reflects the excellent written communication we value at StudySmarter.
Demonstrate Problem-Solving Skills:Share specific examples of how you've resolved technical issues or improved processes in the past. We love seeing candidates who can think critically and drive continuous improvement!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
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.
✨Showcase Your Communication Skills
Since excellent written communication is key for this role, prepare to demonstrate how you've documented cases or provided clear guidance in the past. Bring examples of your case summaries or guides that helped prevent repeat issues.
✨Emphasise Collaboration
This role requires working closely with various teams. Think of instances where you've successfully collaborated cross-functionally. Highlight how you’ve built relationships with Product, Engineering, or Payments teams to resolve issues faster.
✨Be Customer-Centric
Demonstrate your passion for customer outcomes by sharing stories about how you've championed the voice of the customer. Discuss how you've used feedback to drive improvements in processes or products, showing that you’re proactive about enhancing the customer experience.
