Job Description

Associate Product Operations Specialist

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:

• Triage and respond to support tickets — Handle incoming client and internal chats/tickets, resolving where possible and routing to the right subject-matter expert (SME) as needed.

• Translate and maintain help content — 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.

What You'll Do

• Triage incoming client and internal chats/tickets, 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.

• Develop technical documentation leveraging critical thinking, Product and Engineering documentation and AI tools into client-friendly help content, including help centre articles and in-product guided pop-ups, following Mintel's style guide and best practices.

• Keep client-support content current by updating materials in line with product changes, methodology updates, and new tool launches, working collaboratively with Marketing to ensure consistent language and tone.

• Track, analyse, and report on self-service metrics (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.

• Support urgent client access issues as needed.

What You'll Bring

• 3+ years' experience in customer self-service, help content, and/or customer enablement in a technology/SaaS environment.

• Fluent in English with excellent written communication skills.

• Able to translate complex technical concepts into clear, accessible content for a non-technical audience.

• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment

• Analytical and problem-solving skills, the ability to review content performance data and user feedback to identify areas for improvement.

• Comfortable working in a multicultural, international environment.

• Proficiency with word processing, spreadsheets, flowcharting tools, and web authoring software.

• Familiarity with behavioural analytics tools and support systems (e.g., Microsoft Dynamics, Intercom)

What We Offer

• A culture that supports true collaboration whilst embracing remote working.
• Flexible start times and end times.
• Approach to personal development where we encourage individuals to grow and share what they’ve learned.
• Social events, both within the department and across the company.
• Generous annual leave and wider circle employee benefits.
• Additional one day off to celebrate your birthday.
• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
• 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).
• Mental health and wellbeing support via Modern Health App.
• Beautifully designed offices foster collaboration and fun.

Mintel is an equal-opportunity employer that is committed to the strength of an inclusive workplace.

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