Customer Service Representative Commercial • Hybrid Equity

Title

Customer Service Representative

Customer Success, reporting to Head of Customer Success.

£30,000 – £35,000 (depending on experience and seniority)

Generous EMI share offering. 26 days holiday plus bank holidays.

Elevate later life for everybody and build the care sector of the future.

Hybrid with two core office days at London Bridge, London.

Team Found is looking for its first dedicated Customer Service Representative. Found is Lottie's CRM platform that helps care providers manage, prioritise and forecast enquiries, occupancy and finances, freeing up time to focus on people in their care. You will be the first point of contact for partners, responding over live chat and email and seeing issues to resolution. As the first dedicated support hire, you’ll shape processes, standards and the knowledge base, giving your work real impact in a tech company.

• 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 the AI Agent cannot resolve a query.
• Contribute to the knowledge base for both products – write and maintain help articles and close content gaps so partners and the AI can 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 the wider team, turning friction into product improvements.
• Own metrics that show support is working – response and resolution SLAs, CSAT, and help improve how much the AI Agent can handle over time.
• Help onboard and train new care‑provider partners so they get value from Found faster.

• Give care providers fast, accurate answers to their hardest problems so technology never stands in the way of care.
• Build foundations of a support function, implementing processes and standards to scale as Found grows.
• Keep the knowledge base good enough that customers and the AI can self‑serve routine questions and interesting ones reach you.
• Bridge between customers and Product and Engineering teams.

• Experience in a customer‑facing role—customer service, contact centre, helpdesk, retail, or any environment where problems are solved quickly and clearly.
• A strong written communicator—clear, warm and concise, suitable for chat, email and help content.
• A natural troubleshooter who enjoys digging to the bottom of a problem and does not give up at the first dead end.
• Organisation and calm under a busy queue, taking ownership of responsibilities.
• A care for our mission: partners look after some of society’s most vulnerable people.
• AI‑curious—quick to spot where AI can help solve problems faster and keen to work alongside an AI Agent.
• Bonus: experience with helpdesk or CRM tools such as Zendesk, Intercom, Hub Spot or Pylon, or prior documentation ownership. Training provided if not.
• Sound like you but not 100%? Apply anyway – we’re looking for potential and the right attitude, not a perfect CV match.

• The mission to elevate later life care does not resonate with you.
• You want a role where every problem already has a documented answer; here you’ll often be the person writing that answer.
• You would 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 the idea of joining early and having a real say in how things are built.

The Lottie Group is an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status. We are committed to ensuring that all our people processes are equitable.