Customer Service Representative, Lottie
£30-35k
+ A very generous EMI share offering
2-5 days a week in office ( London Bridge, London)
A family's trusted guide to later life care
Posted today
A family's trusted guide to later life care
21-100 employees
Posted today
£30-35k
+ A very generous EMI share offering
2-5 days a week in office ( London Bridge, London)
21-100 employees
Company mission
To elevate later life for everybody.
Role
Who you are
- You've got some 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 - our 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
- Bonus: you've used helpdesk or CRM tools (Zendesk, Intercom, HubSpot, Pylon), or you've owned documentation before. If not, we'll teach you
- Sound like you but not quite 100%? Apply anyway - we're looking for potential and the right attitude, not a perfect CV match
What the job involves
- Department: Customer Success, Reporting to Head of Customer Success Found
- Lottie is looking for a dedicated Customer Service Representative. 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 and seeing their problems through to resolution
- 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, working closely with Product and Engineering, and become one of the clearest voices of the customer in the company
- Be the first point of contact for partners across the Lottie marketplace and Found - 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
- Responsible for 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 Lottie and 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
Application process
- We'd love to see a short video (2-3 minutes) answering this question:
- Introduce yourself, tell us why you’re interested in Lottie and what makes you a good fit for this role
- We appreciate this takes time. We receive a high volume of applications and this helps us assess you on more than your CV
- Screening interview with Lottie's Talent Acquisition Lead — 20 mins (remote)
- Case Study Assessment with Elliott Winter (Head of Customer Success) and a member of the Found Customer Success team - 1h presentation with additional pre-work (remote)
- 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 the role, we will provide your feedback live via a phone call
Salary benchmarks
Our take
Choosing a care home is often a hugely daunting, complex, and expensive process, coming at a time that's already stressful enough. What's more, the UK's ageing population is growing at an increasing rate, putting more strain on social care than ever before. The result is that 44% of care seekers often ultimately regret their choice of care home, something that has had increasing attention since the start of the COVID-19 pandemic.
Lottie aims to address this in part by simplifying the process of finding the perfect care home for every individual's specific needs. Its online marketplace gives users all the tools to select and compare the UK's best-performing care homes, taking into account CQC reports, facilities, treatment methods, and location.
Having received investment, Lottie aims to continue its growth to reshape the future of the care industry. It is doing so with a strong emphasis on data and real-time information, collecting datasets that will be vital not just to its business operations, but potentially to the UK government and healthcare policy too.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2023
$21m
SERIES A
Jul 2022
$8.2m
SEED
Total funding: $33.4m
Company benefits
- 26 days holiday + Bank holidays
- Flexible working hours
- Everyone owns equity
- Private Medical Insurance
- Cashplan
- Wellness budget
- L&D budget
- A 3-night stay at Unplugged
- 2-weeks Work from anywhere
- 20-weeks full pay for Primary Parental Leave
- 8-weeks full pay for Secondary Parental Leave
- 2-weeks unpaid Carers Leave
- 5-days paid leave for those going through the IVF process
- Workplace Nursery Scheme
- Compassionate Leave
- Employee Assistance Programme
- Access to Mental Health First Aiders
- Quarterly team events
Company values
- Ownership
- Impact
- Nimbleness
- Kindness
Company HQ
Bermondsey, London, UK
Articles
Leadership
Will Donnelly
(Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE where he advised on £2.5bn healthcare M&A deals, supported the NHS during COVID-19, and became an industry leading expert.
Julien Lavigne du Cadet
(CPTO)Before Lottie, Julien was CTO of Zoe where he was part of the leadership team that helped scale their products to millions and revenue from £0 to £100m ARR.
Laura Mahy
(VP Product)Laura started her tech career at Sainsbury's before becoming Deliveroo's first Product Manager. Following this, she's held leadership roles at Deliveroo, Habito and Zoe.
People progressing
Hannah joined Lottie as the company's first Care Expert (Customer Care) following spells in the charity and tech sectors. Since joining, Hannah has been promoted a number of times and is now the Customer Care Lead.
Ruby started as a 4-week Care Expert Intern during University, which was extended. After 1.5 years in the Care Expert team, Ruby moved over to the Marketing team to pursue her career in Social Media!
Diversity, Equity & Inclusion at Lottie
Holly Leckenby Rye (Senior People Manager)
- Fostering an inclusive atmosphere where everyone feels valued and respected
- A wide range of inclusive benefits and policies
- Religious and cultural practices and holidays celebrated
- Job descriptions with inclusive language
- Quarterly anonymous employee engagement surveys
- Bias-free Performance Reviews with quantitive measures in place
- Employee Assistance Programmes
- A diverse social calendar to be inclusive of all employees
Share this job
View 5 more jobs at Lottie