Customer Service Representative

📋 Description

• Be the first point of contact for partners across the Lottie marketplace and Found - responding
• 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
• Get to the root of problems - reproduce issues, dig into accounts, and hand clear, well-evidenced
• Spot patterns across tickets and feed them back to the wider team - turning real-world friction
• Responsible for the metrics that show support is working - response and resolution SLAs, CSAT and

🎯 Requirements

• Some experience in a customer-facing role - whether that's customer service, contact centre
• Genuinely strong written communicator - clear, warm and concise. Most of our support happens over
• Natural troubleshooter who enjoys getting to the bottom of a problem and doesn't give up at the
• Organised and calm under a busy queue, and take real ownership of what you're responsible for.
• Care about our customers and our mission - our partners look after some of society's most
• AI-curious - quick to spot where AI can help you solve problems faster and produce better outcomes

🎁 Benefits

• Salary: £30,000 - £35,000 (depending on experience and seniority)
• Equity: A very generous EMI share offering.
• Holiday: 26 days + bank holidays.
• Hybrid office policy with two core office days.
• Mission: Elevate later life for everybody and build the care sector of the future.