Lottie

Customer Support

• Build trusted relationships with families navigating complex care journeys
• Conduct consultations to understand families’ needs and provide tailored, holistic support
• Connect families with appropriate care partners through personalised care matching
• Coordinate visits and support families’ decision-making
• Represent Lottie with warmth and expertise, creating exceptional customer experiences
• Share customer insights, family stories, and pain points with product teams
• Support families in complex and emotionally charged situations where self-service is insufficient
• Consider individual needs such as dietary requirements, dementia expertise, and cultural compatibility when finding care solutions
• Identify market gaps and influence product development
• Report directly to Lottie’s Customer Care Lead

Customer Care Advisor

Data Scientist

• Own Lottie's analytics function end to end, including strategy and the analytics stack
• Maintain and improve Dataform, BigQuery, Fivetran, Hex, and Metabase
• Serve as the go-to person for data across the business
• Join trading meetings and translate business context into data priorities
• Turn complex analysis into clear recommendations for the C-level and board
• Align commercial, product, and finance stakeholders on priorities
• Build analytical models for marketplace supply and demand and care matching
• Establish analytics ways of working, data quality standards, and a culture of curiosity
• Champion AI-powered workflows and enable self-service data analytics
• Model supply and demand to optimize matching, pricing, and provider acquisition
• Build data products supporting partner decision-making
• Analyze product interactions, run experiments, and communicate the value proposition
• Partner with commercial and finance teams on growth, partner acquisition funnel optimization, and board reporting
• Improve data-informed decision-making across Lottie

Analytics Lead

• Serve as the first point of contact for partners across the Lottie marketplace and Found
• Respond to partner queries via live chat and email
• Own tickets from first response through resolution
• Act as the human escalation point when the AI Agent cannot solve an issue
• Write and maintain knowledge-base articles and close content gaps
• Reproduce issues, investigate accounts, and provide clear evidence of bugs to Engineering and Product
• Identify ticket patterns and turn customer friction into product improvements
• Own support metrics including response and resolution SLAs and CSAT
• Improve the proportion of issues handled by the AI Agent
• Help onboard and train new care-provider partners
• Build support processes and standards as Found grows
• Bridge customers with Product and Engineering teams

Customer Service Representative

General

• Serve as the first point of contact for partners across Found and the Lottie marketplace
• Respond to partner enquiries through live chat and email
• Manage tickets from first response through resolution
• Act as the human escalation point when the AI Agent cannot solve an issue
• Write and maintain knowledge-base help articles and close content gaps
• Reproduce issues and investigate customer accounts
• Provide clear, well-evidenced bug reports to Engineering and Product
• Identify patterns across support tickets and share feedback with the wider team
• Help build support processes and standards from the ground up
• Enable customers and the AI to self-serve routine questions
• Bridge customers with Product and Engineering teams

Product Expert Intern

• Serve as the first point of contact for partners across Found and the Lottie marketplace via live chat and email
• See support tickets through from first response to resolution
• Act as the human escalation point when the AI Agent cannot solve an issue
• Contribute to and maintain the knowledge base across both products
• Write help articles and close content gaps
• Reproduce issues, investigate accounts, and provide clear, evidenced bug reports to Engineering and Product
• Identify ticket patterns and feed customer insights to the wider team
• Track and improve response and resolution SLAs and CSAT
• Improve the proportion of queries handled by the AI Agent
• Help onboard and train new care-provider partners
• Build support processes and standards as Found grows
• Work closely with Product and Engineering as a voice of the customer

Product Expert

Account Manager

• Own and manage a high-volume portfolio of partner accounts across Lottie's marketplace and Found by Lottie
• Act as the day-to-day point of contact for account health, performance, and queries
• Build working relationships with partners and ensure they receive value from Lottie
• Identify and convert expansion opportunities involving products, tiers, or Found modules
• Monitor account health and performance data
• Proactively flag risks and intervene before issues escalate
• Define and build scalable, repeatable Account Management processes
• Feed partner insights and themes back to the Team Lead and product team
• Maintain portfolio quality and commercial performance as the partner base grows
• Participate in remote screening and case-study interviews and an in-person final interview in London Bridge

Product Manager

• Own the strategy and roadmap for Eliza's conversational surfaces: voice calls, live chat, and AI-human handoffs
• Own the conversational stack end to end, including speech to text, model and prompting layer, text to speech, voice design, and call tracking
• Own labelled call sets, automated scoring, regression tests, and human review of real transcripts
• Set quality standards and measurement for containment, resolution, escalation, enquiry conversion, and provider trust
• Determine discovery and learning needs before building
• Connect product decisions to provider occupancy and commercial outcomes
• Partner with Account Management, Customer Care, and Sales on launches
• Design trusted AI conversations for families and care providers
• Improve provider onboarding and configure phone setups efficiently
• Define effective AI-to-human handoffs
• Turn call and chat conversations into actionable intelligence across Lottie
• Set direction 3–6 months ahead and ship rapidly as the technology evolves
• Spend time understanding care providers' phone trees, out-of-hours cover, weekend rotas, and CRM systems