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Customer Service Representative
LottieCustomer Service Representative supporting partners within the Lottie marketplace. Engaging with partners through live chat and email, providing solutions and contributing to the knowledge base.
Posted 6/25/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSenior💰 £30,000 - £35,000 per yearWebsite
About the role
Key responsibilities & impact- 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 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.
- Own 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 Found faster.
Requirements
What you’ll need- You've got 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.
- 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.
- You're AI-curious.
Benefits
Comp & perks- A very generous EMI share offering.
- 26 days + bank holidays.
ATS Keywords
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Soft Skills
written communicationtroubleshootingproblem-solvingorganizational skillsownershipcustomer carecalm under pressureattention to detailescalation managementknowledge base contribution