Customer Service Representative

📋 Description

• Be the first point of contact for partners across the Lottie marketplace and Found via live chat
• Resolve tickets from initial contact to final resolution and escalate when needed.
• Contribute to knowledge base to help partners and AI find answers faster.
• Identify root causes, reproduce issues, and hand off well-evidenced bugs to Engineering and Product.
• Spot patterns across tickets to drive product improvements.
• Manage metrics that show support effectiveness and help scale AI handling over time.

🎯 Requirements

• Customer-facing experience (customer service, helpdesk, retail, etc.).
• Strong written communication; comfortable with chat and email support.
• Natural troubleshooter who persists to resolve problems.
• Organised, calm under pressure, and ownership-driven.
• Care about customers and mission; AI-curious with openness to AI-assisted workflows.
• Bonus: experience with helpdesk/CRM tools (Zendesk, Intercom, HubSpot, Pylon) or

🎁 Benefits

• Hybrid office policy with two core office days.
• Salary £30,000 - £35,000 (depending on experience).
• Equity via EMI share offering.
• Holiday: 26 days + bank holidays.
• Contribution to mission-driven work in the care sector.
• Career growth opportunities within Found/Lottie platforms.