Product Expert

📋 Description

• Be the first point of contact for partners across Found and the Lottie marketplace - 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

• Around a year's experience in a customer-facing role - this could be support, ticketing
• A genuinely strong writer - clear, warm and concise. Most of our support happens in writing, and
• A 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 you take real ownership of what you're responsible for.
• Care about our customers and our mission - Found's 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)
• A very generous EMI share offering.
• Holiday: 26 days + bank holidays.
• Hybrid with two core office days.
• Office Location: London Bridge, London, UK.