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Salary: GBP 30,000 - 35,000 / annual
Lottie is seeking a Product Expert to join the Customer Success team, reporting to the Head of Customer Success. You will be the primary point of contact for care provider partners using Found (Lottie's AI-native CRM platform) and the Lottie marketplace, helping them manage enquiries, occupancy, and finances.
In this role, you will respond to customer inquiries via live chat and email, seeing tickets through from initial contact to resolution. You'll serve as the human escalation point when Lottie's AI Agent encounters problems it cannot solve independently. A significant portion of your time will be spent contributing to and maintaining the knowledge base—writing help articles, closing content gaps, and ensuring both partners and the AI can find answers quickly.
You'll be a troubleshooter at heart: reproducing issues, investigating account details, and providing clear, well-evidenced bug reports to the Engineering and Product teams. You'll identify patterns across support tickets and feed insights back to the wider organization, turning real-world friction into product improvements. You'll also own key support metrics including response and resolution SLAs, CSAT scores, and improvements to the AI Agent's handling capacity.
Additionally, you'll help onboard and train new care-provider partners, ensuring they extract value from Found quickly. This is a foundational role with significant opportunity to build and scale the support function as the company grows.
Lottie is a venture-backed healthtech startup (Series A, £25m+ raised from Accel and General Catalyst) on a mission to transform the social care sector. The company has been recognized as one of Europe's fastest-growing tech companies, winning Deloitte Fast 50, LinkedIn Top Startups 2024, and The Sunday Times Tech 2026.
REQUIREMENTS:
- Approximately one year of experience in a customer-facing role (support, ticketing, high-volume written communications, or similar problem-solving environment)
- Strong written communication skills: clear, warm, and concise (most support is written; you'll also create help content)
- Natural troubleshooter who enjoys diagnosing root causes and persisting through obstacles
- Organized, calm under pressure, and takes ownership of responsibilities
- Genuine care for the mission to elevate later-life care and support for vulnerable populations
- AI-curious mindset: comfortable spotting where AI can accelerate problem-solving and eager to work alongside the AI Agent
- Bonus: experience with helpdesk or CRM tools (Zendesk, Intercom, HubSpot, Pylon) or documentation ownership (training provided if not)
