About the role
🏷️ Title: Customer Service Representative 👫 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 Customer Service Representative. 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. If you've worked in customer service and want to take that experience into a tech company where your work has real impact, this is
the role. As our first dedicated support hire, you'll also have the opportunity to shape the processes, standards and knowledge base the function runs on - it's a rare chance to build something, not just join something. 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, work 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 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. 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 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 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 - 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.