Product Operations Executive

Appointedd Ltd

Job Overview

Location

Edinburgh, GB

Job Type

Full-time

Full Job Description

📋 Description

• As a Product Operations Executive at Appointedd Ltd, you will be instrumental in ensuring our premium retail brand clients experience seamless and high-value interactions with our sophisticated booking and scheduling platform. This is a dynamic, hands-on operational support role situated within the Product team, acting as the crucial bridge between our enterprise customers and the product itself. Your primary mission will be to provide exceptional first-line product support, ensuring our clients receive prompt, accurate assistance and guidance, thereby maximizing their adoption and value derived from our software.
• Your day-to-day responsibilities will be multifaceted, encompassing the direct resolution of operational product tickets, answering product-related queries with clarity and confidence, and delivering live training sessions to foster effective product adoption. A key aspect of this role involves adeptly triaging incoming issues, resolving them directly whenever possible, and escalating complex technical bugs to our dedicated Support Engineer, ensuring these are tracked through to resolution.
• You will play a vital role in proactive problem-solving by identifying recurring themes and patterns in customer queries and support tickets. This insight will be systematically fed back to the Product Manager, contributing directly to product improvements and roadmap prioritization. You will be tasked with distinguishing between user error, training gaps, process issues, and genuine product enhancement opportunities, providing structured, high-quality input that shapes the future evolution of our product.
• Furthermore, you will be a central point of contact for our Client Success Managers (CSMs), offering operational support for their product-related queries. Your goal here is to identify opportunities for the product to educate and empower CSMs, enabling them to dedicate more time to commercial conversations and strategic account management. You will assist in preparing for client meetings where specific product insights are required, ensuring that operational friction does not impede account momentum and that our CSMs are equipped to succeed.
• A significant part of your role will involve driving product adoption and practical enablement. You will guide customers in using the product correctly and confidently, with a particular focus on promoting the adoption of our innovative Enterprise Management Console (EMC). This console is revolutionizing how our clients manage their software, and your support will be critical to its successful uptake. You will reinforce the value of new feature releases through practical, hands-on support, identifying instances where customers may be under-utilizing features and providing the necessary guidance to ensure they extract maximum value from our platform.
• This is a fast-paced, customer-facing position where you will be adept at juggling multiple tickets and priorities simultaneously. You will be responsible for training our offshore Support team, ensuring they can handle tickets efficiently and consistently, thereby scaling our support operations effectively. Your ability to maintain composure under pressure and quickly understand technical workflows will be paramount.
• The impact of this role is significant. Without robust operational product support, even the most innovative feature releases may not translate into tangible value for our customers. You will directly contribute to ensuring our customers receive swift, clear answers to their questions, enabling our CSM team to concentrate on commercial growth, and providing the Product team with the structured, high-quality insights necessary for informed product development. Your efforts will ensure our support scales effectively as the business grows, making this a critical position within our expanding organization.
• This role offers an excellent entry-level opportunity to gain exposure to Product Management, Engineering collaboration, Customer Operations, and Commercial teams. It is designed for individuals eager to learn and grow within a thriving tech environment. We are seeking a proactive, detail-obsessed individual who is comfortable learning quickly and is passionate about enabling customer success through exceptional product operations.

🎯 Requirements

• Exceptional organizational skills and the ability to manage multiple tasks simultaneously.
• Confidence in communicating with clients and delivering training.
• Quick learner with the ability to understand technical workflows.
• Proactive, detail-oriented, and comfortable working in a fast-paced environment.

🏖️ Benefits

• Opportunity for growth into Product Management, Product Operations, Technical Sales, or Technical Support.
• Exposure to various facets of a scaling tech business, including Product, Engineering, Customer Operations, and Commercial teams.
• A key role in a growing company with a significant impact on customer success and product evolution.
• Fast-paced and dynamic work environment.

Skills & Technologies

Remote

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Appointedd Ltd

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About Appointedd Ltd

Appointedd is a global leader in online booking and scheduling software. Their platform empowers businesses across various sectors, including retail, education, and healthcare, to manage appointments, bookings, and customer interactions seamlessly. Key features include customizable booking widgets, automated reminders, staff scheduling, and integration with popular calendar and CRM systems. Appointedd's solution aims to improve operational efficiency, enhance customer experience by offering convenient self-service booking options, and drive revenue growth for businesses by reducing no-shows and optimizing resource allocation. They operate in the SaaS industry, providing a cloud-based solution for appointment management.

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