Product Expert

📋 Description

• Be the first point of contact for partners across Found and the Lottie marketplace - respond via
• 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 and solving problems for customers quickly and
• Strong writing skills - clear, warm and concise; most support happens in writing.
• Natural troubleshooter who gets to the bottom of problems and stays persistent.
• Organised and calm under a busy queue with ownership of responsibilities.
• Care about customers and the mission of Found/Lottie.
• AI-curious - eager to work with AI and improve outcomes.

🎁 Benefits

• Hybrid office policy with two core office days.
• Equity: EMI share offering.
• Holiday: 26 days + bank holidays.
• Office Location: London Bridge, London, UK.
• Career opportunities to grow into senior support, knowledge and AI operations, or Customer Success.