At a Glance
- Tasks: Be the go-to person for partners, solving their toughest product issues and improving support processes.
- Company: Join Lottie, a mission-driven company transforming the care sector with innovative tech.
- Benefits: Enjoy a competitive salary, generous holiday, equity options, and a hybrid work model.
- Other info: Opportunity to grow in a dynamic environment with a focus on inclusivity and diversity.
- Why this job: Make a real difference in people's lives while shaping the future of customer support.
- Qualifications: Customer-facing experience, strong writing skills, and a passion for problem-solving.
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:
- Equity: 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. 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 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.
- 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.
Sound like you but not quite 100%? Apply anyway — we’re looking for potential and the right attitude, not a perfect CV match.
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.
Equal Opportunity Statement:
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
Product Expert employer: Lottie
At Lottie, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values collaboration and innovation. As a Product Expert in our London Bridge office, you'll enjoy generous benefits including equity options, 26 days of holiday, and the opportunity to shape the future of care technology while working closely with passionate teams dedicated to making a real difference in people's lives. With a strong focus on employee growth and a hybrid work policy, we empower our staff to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Product Expert
✨Tip Number 1
Get to know the company inside out! Research Lottie and its mission to elevate later life care. When you understand what we stand for, you can show genuine enthusiasm during interviews, which is a massive plus.
✨Tip Number 2
Practice your problem-solving skills! As a Product Expert, you'll be tackling tricky issues. Try role-playing scenarios with friends or family to get comfortable explaining solutions clearly and concisely.
✨Tip Number 3
Show off your writing chops! Since most of our support happens in writing, prepare some examples of clear, warm communication. You could even draft a mock help article to demonstrate your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team at Lottie!
We think you need these skills to ace Product Expert
Some tips for your application 🫡
Show Your Writing Skills:Since most of our support happens in writing, make sure your application showcases your ability to communicate clearly and warmly. Use concise language and avoid jargon to demonstrate that you can write help content just as well as you can respond to customer queries.
Be a Problem Solver:We love candidates who are natural troubleshooters! In your application, share examples of how you've tackled tough problems in the past. Highlight your persistence and creativity in finding solutions, as this is key for the Product Expert role.
Connect with Our Mission:Make it clear in your application why you care about elevating later life care. Show us that you understand the importance of our work and how you can contribute to making a real impact in the lives of vulnerable people.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values!
How to prepare for a job interview at Lottie
✨Know the Product Inside Out
Before your interview, make sure you understand Lottie's CRM platform, Found. Familiarise yourself with its features and how it helps care providers. This will not only show your enthusiasm but also help you answer questions about how you can contribute to improving the product.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your troubleshooting process and how you ensured customer satisfaction. This is crucial since the role involves being the human escalation point for complex problems.
✨Demonstrate Strong Communication
Since most support happens in writing, practice articulating your thoughts clearly and concisely. You might be asked to write a sample response during the interview, so be ready to showcase your writing skills in a warm and engaging manner.
✨Embrace AI and Technology
Express your curiosity about AI and how it can enhance customer support. Be prepared to discuss how you would work alongside the AI Agent to improve efficiency and customer experience. Showing that you're tech-savvy and open to learning will set you apart.
