🎯 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 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
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What We Do
Epos Now is a global payments and cloud-based software provider, focused on small and medium businesses in the retail, hospitality and personal care sectors. We specialise in the design and manufacture of electronic points of sale (commonly referred to as EPOS) as well as an integrated payments solution. Founded in 2011 by our Chief Executive, Jacyn Heavens, Epos Now is currently available in the United Kingdom, Ireland, the United States, Canada, Australia, New Zealand, Spain and Mexico. Creators of the UK's first POS AppStore and winners of the prestigious Queen's Award for Innovation, we set the bar for POS excellence. Other accolades include the UK Business & Innovation Awards, International Business Award, Customer Experience Award, FT 1000 46th Fastest growing company in Europe and the two time winner of the Sunday Times Tech Track.
