ProductExpert

🏷️ Title: Product Expert 👫 Department: Customer Success, Reporting to Head of Customer Success Found 💰 Salary: £30,000 - £35,000 (depending on experience and seniority) 🎁 Benefits & Culture: Lottie’s careers page here https://careers.lottie.org/. 📈 Equity: A very generous EMI share offering. 🌴 https://emojipedia.org/palm-tree Holiday: 26 days + bank holidays. 💗 https://emojipedia.org/growing-heart Mission: Elevate later life for everybody and build the care sector of the future. 💻 Office Policy: Hybrid with two core office days. 🌍 Office Location: London Bridge, London, UK.     🔍 https://emojipedia.org/magnifying-glass-tilted-left The Opportunity: Team Found is looking for its first dedicated Product Expert. Found is Lottie's CRM platform - it helps care providers manage, prioritise and forecast their enquiries, occupancy and finances, so they 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. As our first dedicated product support hire, you’ll also have the opportunity to contribute to and shape the processes, standards and knowledge base the function runs on. 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.   💻 What does this role involve? - 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 somethi