At a Glance
- Tasks: Support care providers by resolving issues and improving our knowledge base.
- Company: Join a mission-driven company transforming the care sector.
- Benefits: Competitive salary, 26 days holiday, hybrid work model.
- Other info: Dynamic role with opportunities for growth and learning.
- Why this job: Make a real impact while building your career in tech support.
- Qualifications: No experience needed; just be curious and a strong communicator.
The predicted salary is between 30000 - 30000 £ per year.
Department: Customer Success, Reporting to Head of Customer Success
Salary: £30,000 (pro rated)
Benefits & Culture: Lottie’s careers page
Holiday: 26 days + bank holidays (pro rated)
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: Found is Lottie's CRM platform — it helps care providers manage, prioritise and forecast their enquiries, occupancy and finances, so they can spend less time wrestling with software and spreadsheets and more time on the people in their care. You will be the person our partners hear from when they need help, responding via live chat and email, seeing problems through to resolution, and helping improve the knowledge base and AI Agent over time. No prior years of experience required; you need to be curious, a strong writer, and persistent when problems get complicated.
Role nature: This is a real role from day one — not a tea-making internship.
Responsibilities:
- Be the first point of contact for partners across Found and the Lottie marketplace — respond via live chat and email and manage tickets from initial response to resolution.
- Act as the human escalation point when the AI Agent cannot resolve an issue.
- 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.
- Reproduce issues, investigate accounts, and hand clear, well-evidenced bugs to Engineering and Product.
- Spot patterns across tickets and feed them back to the wider team to turn real-world friction into product improvements.
What problems you will be solving:
- Provide fast, accurate answers to the hardest problems so technology does not block care providers from helping their clients.
- Help build the foundations of a support function from the ground up, implementing scalable processes and standards.
- Maintain a knowledge base that supports self-service by customers and the AI, so routine questions are answered instantly and more complex issues reach you.
- Serve as the bridge between customers and Product/Engineering teams.
Qualifications and fit:
- Early in your career — formal experience is not required; you should demonstrate the ability to hit the ground running.
- Strong writer — clear, warm and concise; experience creating help content is a plus.
- Technically curious — comfortable exploring a product, diagnosing issues, and learning new software.
- Natural troubleshooter who can persist to resolve problems and avoid quick exits.
- Organised and calm under a busy queue; take ownership of responsibilities.
- Care about customers and the mission — you value the impact on vulnerable people.
- AI-curious — able to identify opportunities for AI to help you work faster and smarter, and willing to work with AI Agent.
Interview Process:
- Screening interview with Talent Acquisition Lead — 20 minutes (remote).
- Case Study Assessment with Head of Customer Success and a team member — 1 hour presentation with pre-work (remote).
- Final interviews with Co-Founder/CEO and Head of Customer Success — 1 hour 15 minutes (in-person).
Candidate Experience:
- Pre-Screen & First Interview: You will receive an email notification; specific feedback may not be provided at this stage.
- Practical Assessment: If not successful after the assessment, you will receive constructive feedback by email and be offered a debrief call with the Talent Lead.
- Final Interview: Feedback provided by phone if you are not offered the role.
Intern - Product Expert employer: Lottie
At Lottie, we pride ourselves on being an exceptional employer that values curiosity and innovation in our team members. As an Intern - Product Expert, you'll enjoy a supportive hybrid work culture with 26 days of holiday plus bank holidays, and the opportunity to make a real impact in the care sector from day one. Our London Bridge office fosters collaboration and growth, ensuring you have the resources and mentorship needed to thrive in your career while contributing to meaningful change for vulnerable individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Intern - Product Expert
✨Tip Number 1
Get to know the company inside out! Check out Lottie's website and social media to understand their mission and values. This will help you tailor your conversations during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be troubleshooting for partners, think of common tech issues and how you'd resolve them. This will prepare you for those tricky questions in interviews.
✨Tip Number 3
Show off your writing skills! As a Product Expert intern, you'll need to communicate clearly. Prepare some examples of help content or articles you've written to demonstrate your ability to convey information effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Lottie.
We think you need these skills to ace Intern - Product Expert
Some tips for your application 🫡
Show Your Curiosity:We want to see your curiosity shine through in your application! Share examples of how you've explored new software or tackled tricky problems. This will show us you're the kind of person who loves to learn and grow.
Be a Strong Writer:Since communication is key for this role, make sure your application reflects your writing skills. Keep it clear, warm, and concise. If you have any experience creating help content, don’t forget to mention it!
Tailor Your Application:Take a moment to tailor your application to the specific role. Highlight your relevant skills and experiences that align with what we’re looking for. This shows us you’ve done your homework and are genuinely interested in joining our team.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Lottie
✨Know the Product Inside Out
Before your interview, take some time to explore Found and Lottie's CRM platform. Familiarise yourself with its features and how it helps care providers. This will not only show your genuine interest but also help you answer questions more effectively.
✨Show Off Your Writing Skills
Since strong writing is key for this role, prepare a few examples of clear and concise communication. You might even want to draft a sample help article or response to a common query. This will demonstrate your ability to convey information in a warm and approachable manner.
✨Be Ready to Troubleshoot
Think of a few scenarios where you had to solve a problem or troubleshoot an issue. Be prepared to discuss your thought process and how you approached these challenges. This will highlight your persistence and natural troubleshooting skills.
✨Embrace AI Curiosity
Since the role involves working with an AI Agent, show your enthusiasm for technology and how it can improve processes. Think of ways AI could enhance customer support and be ready to share your ideas during the interview. This will reflect your innovative mindset and alignment with the company's mission.
