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

<p>🎯 Role Purpose</p>

<p><br></p>

<p>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 💳🧩</p>

<p>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.</p>

<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>

<p><br></p>

<p>🛠️ Key Accountabilities &amp; What Success Looks Like</p>

<p><br></p>

<p>🔎 Case Ownership &amp; Resolution</p>

<ul>

<li>Own and resolve all Tier 2 escalations end-to-end</li>

<li>Success: SLA met, proactive updates, minimal follow-up required ⏱️</li>

</ul>

<p>📘 Customer Guidance &amp; Prevention</p>

<ul>

<li>Provide clear, preventative case summaries and share helpful guides</li>

<li>Success: Fewer repeat issues and improved self-resolution 🙌</li>

</ul>

<p>🔄 Escalation Quality</p>

<ul>

<li>Feedback to Tier 1 on non-essential escalations</li>

<li>Success: Reduced unnecessary escalations and stronger Tier 1 quality 📈</li>

</ul>

<p>🐞 Defect &amp; Bug Management</p>

<ul>

<li>Log and escalate bugs to Tier 3 and Engineering with clear documentation</li>

<li>Collaborate on defect prioritisation and backlog reviews</li>

<li>Success: Faster understanding and quicker fixes 🚦</li>

</ul>

<p>🧪 Release &amp; Feature Support</p>

<ul>

<li>Test and validate new features before go-live</li>

<li>Success: Smooth releases with minimal customer impact 🚀</li>

</ul>

<p>📊 Trend &amp; Insight Analysis</p>

<ul>

<li>Investigate recurring technical and product issues</li>

<li>Success: Trends drive improvements to product, process, or content 💡</li>

</ul>

<p>🌍 Cross-Functional Collaboration</p>

<ul>

<li>Work with Product, Engineering, Payments, L&amp;D, AI Optimisation, and global Support teams</li>

<li>Success: Strong relationships and faster resolution on complex issues 🤝</li>

</ul>

<p>💬 Customer &amp; Community Feedback</p>

<ul>

<li>Monitor NPS, Service Desk, and community feedback</li>

<li>Success: Insights shared and acted on quickly 🧠</li>

</ul>

<p>📚 Knowledge &amp; Documentation</p>

<ul>

<li>Maintain and improve guides and knowledge base content</li>

<li>Success: Fewer queries and increased Tier 1 self-sufficiency ⭐</li>

</ul>

<p>⚖️ Regulatory &amp; Platform Awareness</p>

<ul>

<li>Stay informed on changes impacting payments</li>

<li>Success: Risks flagged early and mitigations in place 🔍</li>

</ul>

<p><br></p>

<p>👀 What We’re Looking For</p>

<ul>

<li>Proven Tier 2 Support or Payments Troubleshooting experience</li>

<li>Strong technical investigation and problem-solving skills 🧠</li>

<li>Excellent written communication and documentation ✍️</li>

<li>Confidence working cross-functionally</li>

<li>A passion for customer outcomes and continuous improvement 💙</li>

</ul>

<p><br></p>

<p>🌱 Why Apply?</p>

<p>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.</p>

<p><br></p>

<p>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 🚀</p>

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<p>Internal Criteria&nbsp;</p>

<p><br></p>

<p>All Internal roles are subject to internal candidates meeting the criteria, please ensure you&nbsp; discuss your intention to apply for this vacancy with your Line Manager.&nbsp;</p>

<p><br></p>

<ul>

<li>Length of Service 12 months in your current role at Epos Now</li>

<li>Performance - Performance is on or above Target (averaged over the last 3 consecutive months)&nbsp;</li>

<li>Absences and Behaviours fall in line with company policy&nbsp;&nbsp;</li>

</ul>