Senior Product Operations & Escalation Specialist

Epos Now Group; Norwich; On-site; GBP 35,000 - 50,000; Full time

Job summary

Epos Now Group is seeking a Tier 2 Product Operations Consultant based in Norwich, UK. This pivotal role will involve resolving complex customer issues regarding payments and platform functionality, ensuring customer satisfaction, and leading investigations for continuous improvement. The ideal candidate should have a strong background in tier 2 support, excellent communication skills, and the ability to collaborate cross-functionally. Commitment to customer outcomes and the proven ability in payments troubleshooting is essential for success in this role.

Qualifications

• Proven Tier 2 Support or Payments Troubleshooting experience required.
• Strong technical investigation and problem-solving skills are essential.
• Excellent written communication and documentation is a must.

Responsibilities

• Own and resolve all Tier 2 escalations end-to-end.
• Provide preventative case summaries and share helpful guides.
• Log and elevate bugs to relevant teams with documentation.
• Test and validate new features before they go live.
• Investigate recurring technical and product issues for improvements.
• Monitor customer feedback and insights.

Skills

Technical investigation skills

Problem-solving skills

Written communication

Cross-functional collaboration

Customer focus

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