Tier 2 Product Operations Consultant

About the role

The Tier 2 Product Operations Consultant resolves complex technical and product‑related customer issues, especially around payments and platform functionality. Acting as a bridge between Frontline Support, Product, Engineering and Payments, the role champions the customer voice while driving continuous improvement.

Key responsibilities

• Own and resolve all Tier 2 escalations end‑to‑end, meeting SLA and providing proactive updates.
• Provide clear, preventative case summaries and helpful guides to reduce repeat issues.
• Give feedback to Tier 1 on non‑essential escalations to improve first‑line quality.
• Log and escalate bugs to Tier 3 and Engineering with detailed documentation, collaborating on defect prioritisation.
• Test and validate new features before release to ensure smooth go‑live.
• Investigate recurring technical and product issues, turning trends into actionable improvements.
• Collaborate with Product, Engineering, Payments, L&D, AI Optimisation and global Support teams.
• Monitor NPS, Service Desk and community feedback, sharing insights quickly.
• Maintain and improve knowledge‑base content to increase self‑service.
• Stay informed on regulatory changes affecting payments and flag risks early.

Required profile

• Proven Tier 2 support or payments troubleshooting experience.
• Strong technical investigation and problem‑solving abilities.
• Excellent written communication and documentation skills.
• Confidence working cross‑functionally.
• Passion for customer outcomes and continuous improvement.

Required skills

• Technical investigation and problem‑solving abilities.
• Excellent written communication and documentation skills.

What we offer

• Exposure to product operations, payments, defect management and release readiness.
• Opportunity to influence cross‑functional processes and improve support capabilities.