About the role
🏷️ Title: Intern Product Expert 👫 Department: Customer Success, Reporting to Head of Customer Success 💰 Salary: £30,000 pro rata (four week internship initially) 🎁
Benefits & Culture: Lottie’s careers page here . 🌴 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. 📅 Contract: 4-week internship with a view to a permanent role immediately. 🔍 The Opportunity: Lottie is looking for a hungry, sharp self-starter to join as a Product Expert Intern , with the opportunity for progression to a permanent role. 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 , seeing problems through to resolution, and helping improve the knowledge base and AI Agent over time. You don't need years of experience. You do need to be curious, a strong writer, and someone who doesn't give up when a problem gets complicated. This is a real role from day one — not a tea-making internship. 💻 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 . 💪 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. Helping build the foundations of a support function from the ground up — 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're available to convert to a permanent role — this internship has a view to permanency within 4 weeks, so we're looking for candidates who are available to commit long-term, not those with academic commitments that would prevent a full-time transition. You're early in your career — we don't expect formal experience, but you'll need to show us you can hit the ground running. 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 technically curious — comfortable poking around a product, figuring out what's wrong, and not fazed by software you haven't used before. 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 work faster and smarter, and keen to work alongside our AI Agent rather than around it. 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 structured programme with a lot of hand-holding — here you'll be doing real work from day one. You'd rather pass hard problems on than own them through to resolution. You're looking for a role that's primarily strategic or relationship-led — 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) and Clara Johns (Commercial Operations Manager) 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