Intern - Product Expert

Overview

Title: Intern - Product Expert

Department: Customer Success, Reporting to Head of Customer Success Found

Salary: £30,000 (pro rated)

Benefits & Culture: Lottie’s careers page (external link not provided in this description)

Holiday: 26 days + bank holidays (pro rated)

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: 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 will be the person our partners hear from when they need help, responding via live chat and email, seeing problems through to resolution, and helping improve the knowledge base and AI Agent over time.

No prior years of experience required; you need to be curious, a strong writer, and persistent when problems get complicated.

Role nature: This is a real role from day one — not a tea-making internship.

• Be the first point of contact for partners across Found and the Lottie marketplace — respond via live chat and email and manage tickets from initial response to resolution.

• Act as the human escalation point when the AI Agent cannot resolve an issue.

• 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.

• Reproduce issues, investigate accounts, and hand clear, well-evidenced bugs to Engineering and Product.

• Spot patterns across tickets and feed them back to the wider team to turn real-world friction into product improvements.

• Provide fast, accurate answers to the hardest problems so technology does not block care providers from helping their clients.

• Help build the foundations of a support function from the ground up, implementing scalable processes and standards.

• Maintain a knowledge base that supports self-service by customers and the AI, so routine questions are answered instantly and more complex issues reach you.

• Serve as the bridge between customers and Product/Engineering teams.

• Early in your career — formal experience is not required; you should demonstrate the ability to hit the ground running.

• Strong writer — clear, warm and concise; experience creating help content is a plus.

• Technically curious — comfortable exploring a product, diagnosing issues, and learning new software.

• Natural troubleshooter who can persist to resolve problems and avoid quick exits.

• Organised and calm under a busy queue; take ownership of responsibilities.

• Care about customers and the mission — you value the impact on vulnerable people.

• AI-curious — able to identify opportunities for AI to help you work faster and smarter, and willing to work with AI Agent.

• Pre-Screen & First Interview:
  You will receive an email notification; specific feedback may not be provided at this stage.

• Practical Assessment:
  If not successful after the assessment, you will receive constructive feedback by email and be offered a debrief call with the Talent Lead.

• Final Interview:
  Feedback provided by phone if you are not offered the role.

Note: This description focuses on the role responsibilities and qualification expectations; promotional content about the company has been minimized to maintain a job-focused format.