Product Expert

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🏷️ Title: Product Expert 👫 Department: Customer Success, Reporting to Head of Customer Success Found 💰 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. 🔍 The Opportunity: Team Found is looking for its first dedicated Product Expert . Found is Lottie's CRM platform - it helps care providers manage, prioritise and forecast their enquiries, occupancy and finances, so they 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. As our first dedicated product support hire , you'll also have the opportunity to contribute to and shape the processes, standards and knowledge base the function runs on. 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. 💻 What does this role involve? Be the first point of contact for partners across Found and the Lottie marketplace - 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 it 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 . Own 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 Found faster. 💪 What problems will you be solving? 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 on 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 . 👀 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. 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. 🔢 Lottie's Interview Process Screening interview with Lottie's Talent Acquisition Lead - 20 mins (remote) Case Study Assessment with Elliott Winter (Head of Customer Success)

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