At a Glance
- Tasks: Be the first point of contact for partners, solving queries via live chat and email.
- Company: Join a mission-driven tech company focused on elevating care for vulnerable people.
- Benefits: Enjoy a competitive salary, generous holiday, EMI shares, and hybrid work flexibility.
- Other info: Opportunity to grow with the company and influence how support is built.
- Why this job: Shape customer support processes and make a real impact in the care sector.
- Qualifications: Experience in customer service and strong written communication skills required.
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: Generous EMI share offering. 26 days holiday plus bank holidays.
Mission: Elevate later life for everybody and build the care sector of the future.
Office Policy & Location: Hybrid with two core office days at London Bridge, London.
The Opportunity: Team Found is looking for its first dedicated Customer Service Representative. Found is Lottie's CRM platform that helps care providers manage, prioritise and forecast enquiries, occupancy and finances, freeing up time to focus on people in their care. You will be the first point of contact for partners, responding over live chat and email and seeing issues to resolution. As the first dedicated support hire, you’ll shape processes, standards and the knowledge base, giving your work real impact in a tech company.
Responsibilities:
- Be the first point of contact for partners across Found and the Lottie marketplace, responding over live chat and email and seeing tickets through from first response to resolution.
- Be the human escalation point when the AI Agent cannot resolve a query.
- Contribute to the knowledge base for both products – write and maintain help articles and close content gaps so partners and the AI can find answers faster.
- 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 friction into product improvements.
- Own metrics that show support is working – response and resolution SLAs, CSAT, and help improve how much the AI Agent can handle over time.
- Help onboard and train new care-provider partners so they get value from Found faster.
Impact & Challenges:
- Give care providers fast, accurate answers to their hardest problems so technology never stands in the way of care.
- Build foundations of a support function, implementing processes and standards to scale as Found grows.
- Keep the knowledge base good enough that customers and the AI can self-serve routine questions and interesting ones reach you.
- Bridge between customers and Product and Engineering teams.
What we’re looking for:
- Experience in a customer-facing role—customer service, contact centre, helpdesk, retail, or any environment where problems are solved quickly and clearly.
- A strong written communicator—clear, warm and concise, suitable for chat, email and help content.
- A natural troubleshooter who enjoys digging to the bottom of a problem and does not give up at the first dead end.
- Organisation and calm under a busy queue, taking ownership of responsibilities.
- A care for our mission: partners look after some of society’s most vulnerable people.
- AI-curious—quick to spot where AI can help solve problems faster and keen to work alongside an AI Agent.
- Bonus: experience with helpdesk or CRM tools such as Zendesk, Intercom, HubSpot or Pylon, or prior documentation ownership. Training provided if not.
Sound like you but not 100%? Apply anyway – we’re looking for potential and the right attitude, not a perfect CV match.
Not a good fit if:
- The mission to elevate later life care does not resonate with you.
- You want a role where every problem already has a documented answer; here you’ll often be the person writing that answer.
- You would 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.
Equal Opportunity Statement: The Lottie Group is an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status. We are committed to ensuring that all our people processes are equitable.
Customer Service Representative employer: Lottie
At Found, we pride ourselves on being an exceptional employer that values innovation and personal growth. Our hybrid work culture, with two core office days at London Bridge, fosters collaboration while offering flexibility, and our generous benefits package, including EMI share options and 26 days of holiday, ensures a healthy work-life balance. As a Customer Service Representative, you'll have the unique opportunity to shape our support processes and make a meaningful impact in the care sector, all while working alongside a passionate team dedicated to elevating later life care.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Lottie 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!
How to prepare for a job interview at Lottie
✨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.
