Product Expert in London

Department: Customer Success, Reporting to Head of Customer Success

Salary: £30,000 - £35,000 (depending on experience and seniority)

Benefits & Culture: Lottie’s careers page here.

Equity: A very generous EMI share offering.

Holiday: 26 days + bank holidays.

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:

Team Found is looking for its first dedicated Product Expert. 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’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. As our first dedicated product support hire, you’ll also have the opportunity to contribute to and shape the processes, standards and knowledge base the function runs on. 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.

What does this role involve?

• 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 our AI Agent hits something it 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.
• Own 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 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 on 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 around a year's experience in a customer-facing role - this could be support, ticketing, high-volume written comms or anything where you're used to solving problems for customers quickly and clearly.
• You're a genuinely strong writer - clear, warm and concise. Most of our support happens in writing, and you'll be creating help content too.
• 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 - Found's 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.
• 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 building something from the ground up, or about a product that has a real impact on an important industry.

Lottie’s Interview Process:

• Screening interview with Lottie's Talent Acquisition Lead — 20 mins (remote)
• Case Study Assessment with Elliott Winter (Head of Customer Success) and a member of the Found Customer Success team - 1h presentation with additional pre-work (remote)
• Final interviews with Will Donnelly (Lottie's Co-Founder & CEO) and the Head of Customer Success, 1h15 total (in-person)

Candidate Experience:

• Pre-Screen & First Interview: You'll receive an email notification, but no specific feedback will be provided at this stage.
• Practical Assessment: If you are not successful after the assessment, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead.
• Final Interview: For final-stage candidates who are not offered the role, we will provide your feedback live via a phone call.

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. Most recently, Lottie was the acclaimed winner of Deloitte Fast 50, LinkedIn Top Startups, The Sunday Times Tech 2026 and Startups 100.

As of today, Lottie offers four core products:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UK’s best care homes and home care services. Think Rightmove for care.
• Found by Lottie (B2B Vertical SaaS) - AI-native CRM software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.
• Eliza by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered.

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. Awarded one of the best places to work in the UK by The Sunday Times 2026.

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