Define and improve how support issues are escalated and managed into Product
Establish clear processes for ticket intake, triage, and categorisation
Ensure product issues are captured with the right context (impact, severity, frequency)
Work closely with Support teams to embed consistent processes and best practices
Identify recurring product issues and turn support activity into actionable insights
Partner with Product teams to improve prioritisation and visibility of issues
Close the loop with Support on outcomes, fixes, and product decisions
Reduce ad-hoc escalations and improve overall operational clarity
Continuously review and refine processes to support scale and efficiency

Experience in Product Operations, Support Operations, Service Delivery, or similar
Strong process design and operational improvement experience
Comfortable working across Support and Product teams
Strong communication and stakeholder management skills
Hands-on, proactive approach with a “roll sleeves up” mindset
Ability to bring structure and clarity to complex or evolving environments
Experience working in fast-paced or scaling organisations

Nice to have:

25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
Days of Difference – Up to 3 extra days off for volunteering.
Pension Contributions – 5% employer match to support your future.
Income Protection – Up to 75% salary cover for long-term illness.
Life Assurance – 4x salary tax-free lump sum.
Critical Illness Cover – £25,000 lump sum (extendable to dependents).
Private Medical Insurance – Fast access to private healthcare.
Health Cash Plan – Claim back physio, therapies & more.
Dental Insurance – Cover for routine & emergency care.
Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
Affinity Groups – Join employee-led communities.
Bounty Bonus – Refer a friend & get rewarded.

Product Operations Support Partner

Key skills