✨✨ Internal Opportunity - Tier 2 Product Operations Consultant ✨✨
Confidential
Posted: May 14, 2026
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Quick Summary
The Tier 2 Product Operations Consultant plays a key role in resolving complex technical and product-related customer issues, championing the voice of the customer and driving continuous improvement across systems, processes, and support capability.
Required Skills
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 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