Internal - Tier 2 Product Operations Consultant

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.

• Own and resolve all Tier 2 escalations end-to-end
• Success: SLA met, proactive updates, minimal follow-up required

• Provide clear, preventative case summaries and share helpful guides
• Success:
  Fewer repeat issues and improved self-resolution

• Feedback to Tier 1 on non-essential escalations
• Success:
  Reduced unnecessary escalations and stronger Tier 1 quality

• 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

• Test and validate new features before go-live
• Success:
  Smooth releases with minimal customer impact

• Investigate recurring technical and product issues
• Success:
  Trends drive improvements to product, process, or content

• Work with Product, Engineering, Payments, L&D, AI Optimisation, and global Support teams
• Success:
  Strong relationships and faster resolution on complex issues

• Monitor NPS, Service Desk, and community feedback
• Success:
  Insights shared and acted on quickly

• Maintain and improve guides and knowledge base content
• Success:
  Fewer queries and increased Tier 1 self-sufficiency

• Stay informed on changes impacting payments
• Success:
  Risks flagged early and mitigations in place

• 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