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.

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, then writing it down.
• 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.

Application

We'd love to see a short video (2-3 minutes) answering this question: Introduce yourself, tell us why you’re interested in Lottie and why you're a good fit for this role. We appreciate this takes time. We receive a high volume of applications and this helps us assess you on more than your CV.

Lottie’s Interview Process

1. Screening interview with Lottie's Talent Acquisition Lead — 20 mins (remote)
2. 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)
3. Final interviews with Will Donnelly (Lottie's Co-Founder & CEO) and the Head of Customer Success, 1h30 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. Launch video here.

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