At a Glance
- Tasks: Be the go-to person for partners, solving their toughest problems via live chat and email.
- Company: Join Lottie, a fast-growing tech startup transforming the care sector.
- Benefits: Enjoy a competitive salary, generous holiday, equity options, and a hybrid work model.
- Other info: Be part of an award-winning team with excellent growth opportunities and a supportive culture.
- Why this job: Make a real difference in people's lives while building your career in customer success.
- Qualifications: Experience in customer service and strong written communication skills are essential.
The predicted salary is between 30000 - 35000 £ per year.
Department: Customer Success, Reporting to Head of Customer Success
Salary: £30,000 - £35,000 (depending on experience and seniority)
Benefits & Culture: 26 days + bank holidays, a very generous EMI share offering.
Mission: Elevate later life for everybody and build the care sector of the future.
Office Policy: Hybrid with two core office days. Office Location: London Bridge, London, UK.
The Opportunity: Lottie is looking for a dedicated Customer Service Representative. We help care providers connect with families searching for care and through Found (Lottie's CRM platform) help care providers manage, prioritise and forecast their enquiries, occupancy and finances. This means our partners can spend less time wrestling with software and spreadsheets and more time on the people in their care. You'll be the person our partners hear from when they need help, responding over live chat and email and seeing their problems through to resolution. Our AI Agent handles most of the routine, repetitive questions, which means your time goes to the hard, product-specific problems that actually need a human expert. Over time, you'll also help improve our knowledge base and, with it, the AI Agent. You’ll get to know Found and the Lottie marketplace inside out, working closely with Product and Engineering, and become one of the clearest voices of the customer in the company.
What does this role involve?
- Be the first point of contact for partners across the Lottie marketplace and Found - responding over live chat and email and seeing tickets through from first response to resolution.
- Be the human escalation point when our AI Agent hits something they can't solve.
- Contribute to the knowledge base across both products - write and maintain help articles and close content gaps so partners and the AI can find answers faster.
- Get to the root of problems - reproduce issues, dig into accounts, and hand clear, well-evidenced bugs to Engineering and Product.
- Spot patterns across tickets and feed them back to the wider team - turning real-world friction into product improvements.
- Responsible for the metrics that show support is working - response and resolution SLAs, CSAT and help improve how much our AI Agent can handle over time.
- Help onboard and train new care-provider partners so they get value from Lottie and Found faster.
What problems will you be solving?
- Giving care providers fast, accurate answers to their hardest problems - so technology is never the thing standing between them and the people they look after.
- Building the foundations of a support function, implementing the processes and standards to scale as Found grows.
- Keeping the knowledge base good enough that customers and the AI can self-serve - so routine questions are answered instantly and the interesting ones reach you.
- Being the bridge between our customers and our Product and Engineering teams.
We think you'll be a great fit if...
- You’ve got some experience in a customer-facing role - whether that’s customer service, contact centre, helpdesk, retail, or any environment where you’re solving problems for people quickly and clearly.
- You’re a genuinely strong written communicator - clear, warm and concise.
- You’re a natural troubleshooter who enjoys getting to the bottom of a problem and doesn’t give up at the first dead end.
- You’re organised and calm under a busy queue, and you take real ownership of what you’re responsible for.
- You care about our customers and our mission - our partners look after some of society’s most vulnerable people, and that matters to you.
- You’re AI-curious - quick to spot where AI can help you solve problems faster and produce better outcomes, and keen to work alongside our AI Agent rather than around it.
- Bonus: you’ve used helpdesk or CRM tools (Zendesk, Intercom, HubSpot, Pylon), or you’ve owned documentation before. If not, we’ll teach you.
This role isn’t for you if...
- Our mission to elevate later life care doesn’t resonate with you.
- You want a role where every problem already has a documented answer - here, you’ll often be the person working out that answer, then writing it down.
- You’d rather pass hard problems on than own them through to resolution.
- You’re looking for a purely strategic or relationship-led role - this is hands-on, frontline support.
- You’re not excited about the idea of joining early and having a real say in how things are built.
Meet Lottie: Founded with a mission to build the care sector of the future, Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb. Launched in London in July 2021, Lottie has raised over £25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europe's fastest growing tech companies.
Why Lottie?
- Career Opportunity - A career-defining chance to build and own a support function from day one, with clear room to grow - into senior support, knowledge and AI operations, or Customer Success - as Found scales.
- Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of people’s lives.
- Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.
- People - Join a kind, talented and mission driven team that loves coming to work every day.
- Culture - Excellent employee compensation/benefits, hybrid office policy and outstanding company culture with a 5/5 employee review score on Glassdoor.
- Award Winning - Acclaimed winner of LinkedIn's 2024 "Top Startups" and named "the UK's number one startup for 2025" in Startup.co.uk 100 Index.
We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. If you require reasonable accommodations during the application or interview process, please let us know at Alice.Rooke@lottie.org
Customer Service Representative employer: Lottie Organisation Ltd
Lottie is an exceptional employer, offering a unique opportunity to be part of a mission-driven team dedicated to transforming the care sector. With a hybrid work policy, generous benefits including 26 days of holiday and equity options, and a strong focus on employee growth, Lottie fosters a supportive and inclusive culture where your contributions directly impact the lives of vulnerable individuals. Join us in building a future where technology enhances care, all while working in the vibrant setting of London Bridge.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lottie Organisation Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lottie Organisation Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lottie Organisation Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lottie Organisation Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lottie Organisation Ltd!
How to prepare for a job interview at Lottie Organisation Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
