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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on problem-solving, effective communication, and collaboration with engineering and product teams. Proficient in managing support processes and improving customer satisfaction metrics.
Highest-signal resume keywords
Customer-Facing ExperienceStrong Writing SkillsTroubleshooting AbilityHelpdesk ExperienceDocumentation Ownership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TicketingCustomer Problem-SolvingKnowledge Base MaintenanceBug ReportingResponse SLA TrackingCSAT Improvement
Soft Skills
OrganisedCalm Under PressureOwnership of ResponsibilitiesWarm Communication
Tools & Technologies
ZendeskIntercomHubSpotPylon
Industry Keywords
Customer SupportAI AgentLater-Life CareHigh-Volume Written Communications
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Around one year of experience in a customer-facing role, such as support, ticketing, high-volume written communications, or similar customer problem-solving work
- Strong writing skills: clear, warm, and concise
- Natural troubleshooting ability and persistence in resolving problems
- Organised and calm under a busy queue
- Ability to take ownership of responsibilities
- Genuine interest in Lottie's mission to elevate later-life care
- AI-curious and willing to work alongside an AI Agent
- Helpdesk or CRM experience with Zendesk, Intercom, HubSpot, or Pylon is a bonus
- Previous documentation ownership is a bonus
- Legal right to work in the United Kingdom
Benefits
Comp & perks- Very generous EMI share offering
- 26 days holiday plus bank holidays
- Hybrid office policy
- Excellent employee compensation/benefits
- Outstanding company culture
- Career growth opportunities into senior support, knowledge and AI operations, or Customer Success
- Inclusive workplace and reasonable accommodations during the application or interview process