Product Expert

• Become the first dedicated Product Expert on Team Found, Lottie's CRM platform that helps care providers manage, prioritise and forecast their enquiries, occupancy and finances. • Respond to partners over live chat and email, owning their problems through to resolution. • Step in as the human escalation point when the AI Agent hits something it can't solve, so your time goes to the hard, product-specific problems. • Shape the processes, standards and knowledge base the support function runs on as its founding hire. • Work closely with Product and Engineering and become one of the clearest voices of the customer in the company.

• Bring around a year's experience in a customer-facing role such as support, ticketing or high-volume written comms. • Write clearly, warmly and concisely, since most support happens in writing and you'll be creating help content too. • Troubleshoot naturally and keep digging until you reach the bottom of a problem. • Stay organised and calm under a busy queue, taking real ownership of what you're responsible for. • Care about the customers and the mission of looking after some of society's most vulnerable people. • Stay AI-curious, spotting where AI can help you solve problems faster and working alongside the AI Agent rather than around it.

• Have used helpdesk or CRM tools such as Zendesk, Intercom, HubSpot or Pylon. • Bring a track record of owning documentation or a knowledge base. • Enjoy building something from the ground up rather than working from a fully documented playbook.

• Be the first point of contact for partners across Found and the Lottie marketplace, seeing tickets through from first response to resolution. • Act as the human escalation point when the AI Agent can't solve something. • Write and maintain help articles across both products, closing content gaps so partners and the AI find answers faster. • Reproduce issues, dig into accounts and hand clear, well-evidenced bugs to Engineering and Product. • Spot patterns across tickets and feed them back to turn real-world friction into product improvements. • Own the metrics that show support is working, including response and resolution SLAs and CSAT. • Help onboard and train new care-provider partners so they get value from Found faster.

Lottie is solving one of the UK's most pressing social challenges: helping families navigate the stressful, confusing process of finding later life care. Founded by two brothers out of their own frustrating experience, Lottie has grown from a half-broken website launched to meet an investor deadline into the UK's highest-rated care-finding service, backed by Accel and General Catalyst, early backers of companies like Airbnb, Meta, and Spotify. The company has raised more than £25 million, reached 10 million users, and now has a team of 70+ people. Glassdoor tells a remarkable story: 4.9/5 from 27 reviews, with 100% of employees recommending it to a friend. Reviewers consistently highlight the team's kindness, mission-driven culture, and clear career progression. Lottie also offers genuinely good benefits for a startup: private healthcare via Bupa, EMI share options, a 3-night digital detox through Unplugged, 26 days holiday (increasing with tenure), and work-from-anywhere for up to 3 weeks per year. The main thing to be aware of is that this is a fast-paced startup environment with ambitious targets, which some reviewers note is not for everyone. But if you want to do meaningful work that directly helps families during some of the most difficult moments of their lives, while working alongside genuinely kind and talented people, Lottie is a brilliant place to do that.

• Earn a base salary of £30,000–£35,000 depending on experience, plus a generous EMI share offering. • Take 26 days of holiday on top of bank holidays. • Work hybrid from the London Bridge office with two core office days. • Build and own a support function from day one, with room to grow into senior support, knowledge and AI operations, or Customer Success. • Join a Series A startup backed by Accel and General Catalyst with a 5/5 Glassdoor score.

Lottie is building the AI operating system for social care, designed to unlock profitability for care providers and make finding care as easy as booking a holiday. Launched in London in July 2021, it has raised over £25m from tier 1 venture capital funds including Accel and General Catalyst, and is recognised as one of Europe's fastest growing tech companies. Its products span the Lottie marketplace, Found CRM software, Seniorcare and Eliza AI agents.