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About the role
<p data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><strong><span data-contrast="none">Associate Product Operations Specialist </span></strong></p>
<p data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><span data-contrast="none">Mintel users rely on us to connect them quickly and accurately with the insight they need to make better business decisions. With a broad portfolio of data, tools, and methodologies, it can take time to learn how to get the most from the platform. This role has two core functions:</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="none">Triage and respond to support tickets</span></strong><span data-contrast="none"> — Handle incoming client and internal chats/tickets, resolving where possible and routing to the right subject-matter expert (SME) as needed.</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="none">Translate and maintain help content</span></strong><span data-contrast="none"> — Turn technical product and engineering documentation into clear, client-friendly help articles and in-product guides that support our global user base (100,000+ users) at scale.</span><span data-ccp-props="{"201341983":0,"335559740":300}"> </span></li>
</ul>
<p data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">What You'll Do</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":246,"335559739":246,"335559740":300}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="none">Triage incoming client and internal chats/tickets</span></strong><span data-contrast="none">, resolving where possible and routing to the right SME as needed. Most queries will come from sales and client success teams, with escalations to other teams as required.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="none">Develop technical documentation leveraging critical thinking, Product and Engineering documentation and AI tools into client-friendly help content</span></strong><span data-contrast="none">, including help centre articles and in-product guided pop-ups, following Mintel's style guide and best practices.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="none">Keep client-support content current</span></strong><span data-contrast="none"> by updating materials in line with product changes, methodology updates, and new tool launches, working collaboratively with Marketing to ensure consistent language and tone.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="none">Track, analyse, and report on self-service metrics</span></strong><span data-contrast="none"> (e.g., article engagement, feedback ratings, ticket themes, feature adoption, ticket deflection) and use those insights to identify gaps, update existing content, or create new materials to address common user pain points.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><strong><span data-contrast="none">Support urgent client access issues</span></strong><span data-contrast="none"> as needed.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<p data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 3">What You'll Bring</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":246,"335559739":246,"335559740":300}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">3+ years' experience in customer self-service, help content, and/or customer enablement in a technology/SaaS environment.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Fluent in English with excellent written communication skills.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Able to translate complex technical concepts into clear, accessible content for a non-technical audience.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Analytical and problem-solving skills, the ability to review content performance data and user feedback to identify areas for improvement.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Comfortable working in a multicultural, international environment.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Proficiency with word processing, spreadsheets, flowcharting tools, and web authoring software.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Familiarity with behavioural analytics tools and support systems (e.g., Microsoft Dynamics, Intercom)</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">What We Offer </span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":276}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">A culture that supports true collaboration whilst embracing remote working.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Flexible start times and end times.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Approach to personal development where we encourage individuals to grow and share what they’ve learned.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Social events, both within the department and across the company.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Generous annual leave and wider circle employee benefits.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Additional one day off to celebrate your birthday.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organised by our Mintel Gives (where applicable).</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Mental health and wellbeing support via Modern Health App.</li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Beautifully designed offices foster collaboration and fun.<span data-ccp-props="{"201341983":0,"335559739":0,"335559740":276}"> </span></li>
</ul>
<p>Mintel is an equal-opportunity employer that is committed to the strength of an inclusive workplace.</p>
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