Product Expert: AI-Driven Care Support

Lottie; London; Hybrid; NOK 378,000 - 441,000; Full time

Benefits offered by this job

Equity EMI share

Hybrid with two core office days

London Bridge office location

Job summary

Lottie is seeking a dedicated Product Expert in London to help care providers connect with families via Found CRM, manage enquiries, occupancy and finances, and become the voice of the customer. You’ll respond via live chat and email, solving issues and guiding partners through resolution, while contributing to a growing knowledge base and AI-driven support.

You’ll work closely with Product and Engineering, becoming the clearest voice of the customer in the company and helping elevate the care

Qualifications

• Around a year's experience in a customer-facing role.
• Strong writing: clear, warm and concise.
• Natural troubleshooter who digs into problems.
• Organised and calm under a busy queue.
• Care about customers and mission of the company.
• AI-curious and keen to work with AI agents.
• Bonus: experience with helpdesk or CRM tools or documentation.

Responsibilities

• Be the first point of contact for partners across Found and the Lottie marketplace via live chat and email, guiding tickets from first response to resolution.
• Serve as the human escalation point when the AI Agent cannot solve an issue.
• Contribute to the knowledge base by writing and maintaining help articles and closing content gaps.
• Reproduce issues, dig into accounts, and hand clear, well-evidenced bugs to Engineering and Product.
• Identify patterns across tickets and feed insights to the wider team for product improvements.
• Own metrics showing support effectiveness—response and resolution SLAs, CSAT, and AI-handling improvements.
• Assist in onboarding and training new care-provider partners to extract value from Found faster.

Skills

Customer support

Written communication

Troubleshooting

Organised work

Tools

Zendesk

Intercom

HubSpot

Pylon

Job description

Lottie is seeking a dedicated Product Expert in London to help care providers connect with families via Found CRM, manage enquiries, occupancy and finances, and become the voice of the customer. You’ll respond via live chat and email, solving issues and guiding partners through resolution, while contributing to a growing knowledge base and AI-driven support.

You’ll work closely with Product and Engineering, becoming the clearest voice of the customer in the company and helping elevate the care