Customer Service Representative at Lottie in London

Job description

• Application
• 🏷️ Title: Customer Service Representative
• 👫 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.
• Lottie is looking for a dedicated Customer Service Representative. We help care providers connect with families searching for care and through Found (Lottie's CRM platform) help care providers manage, prioritise and forecast their enquiries, occupancy and finances. This means our partners 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.
• 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.

Responsibilities

• Be the first point of contact for partners across the Lottie marketplace and Found - 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 they 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.
• Responsible for 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 Lottie and Found faster.
• 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 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.

Requirements

• You've got some experience in a customer-facing role - whether that's customer service, contact centre, helpdesk, retail, or any environment where you're solving problems for people quickly and clearly.
• You're a genuinely strong written communicator - clear, warm and concise. Most of our support happens over chat and email, 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 - our 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.

Skills

Required

• Strong written communication
• Troubleshooting
• Organizational skills
• Calm under pressure
• Ownership
• Customer care
• AI-curious

Preferred

• Owned documentation before

Benefits

• 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.