Lottie
Customer Service Representative
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Customer Service Representative
Customer Service Representative (Found ā Lottieās CRM Platform)
About the Role
Team Found is seeking its first dedicated Customer Service Representative. As Lottieās CRM platform, Found helps care providers manage enquiries, occupancy, and financesāso they can focus more on the people in their care.
Youāll be the first point of contact for partners needing supportāhandling live chat, email, and escalationsāwhile shaping the support processes, standards, and knowledge base from the ground up. This role blurs the line between ** joins an existing team** and builds something brand new, perfect for someone excited about early-stage growth and direct impact.
The Opportunity
- Youāll resolve high-priority issues for care providers, ensuring tech obstacles never block their mission.
- The AI Agent handles routine queries, freeing you to tackle complex, product-specific problems.
- Over time, youāll improve the knowledge base and refine the AI system, creating better self-service and faster resolutions.
- Collaborate closely with Product & Engineering, bridging the gap between customers and tech teams.
- Shape the support functionās foundation, implementing processes for future scalability.
Key Responsibilities
Be the first point of contact for partners by:
- Handling live chat and email, ensuring end-to-end issue resolution.
- Acting as human escalation when the AI Agent canāt resolve queries.
- Contributing to knowledge base (articles, documentation) to reduce repeat queries.
- Troubleshooting root causesāreproducing issues, documenting bugs for Engineering/Product.
- Identifying patterns in support trends and feeding insights to improvement initiatives.
- Managing SLA metrics (response/resolution times, CSAT, AI efficiency).
- Assisting in new partner onboarding, accelerating their adoption of Found.
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Why This Role Excites Our Partners
- Fast, accurate support for care providersāso technology stays out of their way.
- Building scalable support infrastructure as Found grows.
- A cutting-edge AI environment, where reinforcement learning enhances your workflow.
- Being a true customer advocateāyour voice directly shapes product direction.
Who Weāre Looking For
Must-Have Skills/Qualities
- Experience in customer-facing roles (service, contact centres, helpdesk, retail) where problem-solving matters.
- Excellent written communication skillsāclear, empathetic, and concise (critical for support docs/chats).
- A natural problem-solver who doesnāt shy away from complex issues.
- Thrives under pressureāorganized, proactive, and detail-oriented with tickets.
- Passionate about the mission of improving later-life care and societyās most vulnerable.
- AI-curious, with a view to leveraging automation rather than working around limitations.
Nice-to-Have
- Prior experience with helpdesk tools (Zendesk, Intercom, HubSpot, Pylon) or customer documentation.
- Familiarity with CRM platforms (or willingness to learn).
āPerfect CV or not? Weāre hiring for potential and personality. Apply anyway.ā
Not the Right Fit Ifā¦
- Youāre turned off by mission-aligned work focused on later-life care.
- You prefer repetitive, documented processesāconstructing answers is part of the job.
- Youād rather delegate complex issues instead of resolving them yourself.
- Youāre seeking a strategic or relationship-heavy roleāthis is hands-on frontline support.
- Youād rather join established systems than co-create a new function.
The Lottie Difference
Company Vision & Growth
Lottie is building the AI operating system for social care, combining:
- Found (AI-native CRM for care providers)
- Lottie Marketplace (care home discovery platform)
- Seniorcare (employee eldercare benefits)
- Eliza (AI agents for care home enquiries).
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Fast-tracked by Growth (Deloitte Fast 50aléinson Top Startups, LinkedIn āTop Startupsā 2024), Ā£25m+ investment from Accel and General Catalyst.
Why Join Us?
ā Mission-driven impact ā tech for social good, reshaping a critical sector. ā Ownership ā shape support operations from day one, with growth into senior roles. ā Forward-thinking ā AI integration as a collaborator, not a limiter. ā Outstanding benefits ā competitive salary (Ā£30KāĀ£35K), 26 days + bank holidays, generous EMI equity share offering. ā Culture ā Kind, talented, motivated team with a 5/5 Glassdoor rating. ā ** Ų§ŁŲ¬ŁŲ§Ų¦Ų²** ā Named āBest Startup 2025ā (Startup.co.uk), āThe Sunday Times Tech 2026ā winner.
Diversity & Inclusion
Lottie values diversity and is committed to ensuring its hiring processes are equitable. Accommodations are availableāreach out to Alice.Rooke@lottie.org for details.
Career Path
This role offers clear progression into:
- Senior Support leads
- AI operations specialists
- Customer Success roles
Application Process
- Screening interview with Alice Rooke (Talent Acquisition, 20 min)
- Case Study Assessment: 1-hour presentation + pre-work with Elliott Winter (Head of Customer Success)
- Final interviews with Will Donnelly (Co-Founder & CEO) and Head of Customer Success (1.5 h in-person)
Canditat Making Process
- Pre-screen & First Interview: No feedback provided at this stage except via email.
- Practical Assessment: Regardless of outcome, receive constructive feedback + de-brief call with Alice.
- Final Interviews: Live, real-time feedback calls for rejected candidates.
āIt took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what Iāve been looking for.ā
Jessica, London
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