Customer Service Representative

LottieFiles Inc.

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the first point of contact for care provider partners using Found by Lottie, responding to inquiries via live chat and email and owning tickets from initial contact through full resolution.
• Act as the human escalation point for complex issues that the AI Agent cannot resolve, ensuring partners receive accurate, timely, and empathetic support.
• Contribute to and maintain the knowledge base by writing, editing, and updating help articles to close content gaps and improve self-service for both customers and the AI Agent.
• Investigate and reproduce customer-reported issues by analyzing account data, identifying root causes, and submitting clear, well-documented bug reports to Product and Engineering teams.
• Identify recurring patterns in customer feedback and tickets, then synthesize insights to inform product improvements and prioritize feature development.
• Own and monitor key support metrics including response time, resolution SLAs, and customer satisfaction (CSAT), using data to drive performance improvements.
• Support the onboarding of new care provider partners by guiding them through Found’s features and ensuring they achieve value from the platform quickly.
• Collaborate closely with Product, Engineering, and Customer Success teams to become a primary voice of the customer within the organization.
• Help shape the foundational processes, standards, and workflows for the Customer Service function as the first dedicated hire in this role.
• Work alongside the AI Agent to enhance its capabilities by identifying areas where documentation or training can improve automation accuracy and reduce human workload.
• Maintain a calm, organized approach while managing a high-volume queue of customer inquiries, ensuring no ticket is left unresolved or delayed.
• Demonstrate deep empathy for Found’s partners, who care for some of society’s most vulnerable individuals, and align all interactions with the mission to elevate later life care.
• Proactively seek opportunities to improve customer experience by turning friction points into actionable product feedback and documentation updates.
• Adapt quickly to evolving product features and customer needs as Found scales, maintaining a hands-on, problem-solving mindset in a fast-paced startup environment.

🎯 Requirements

• Proven experience in a customer-facing role such as customer service, helpdesk, contact center, or retail with a focus on problem resolution.
• Excellent written communication skills with the ability to write clearly, warmly, and concisely in chat, email, and documentation.
• Strong troubleshooting aptitude with persistence in diagnosing complex issues and following them through to resolution.
• Ability to remain organized and composed under pressure while managing multiple customer inquiries simultaneously.
• Genuine alignment with Lottie’s mission to improve later life care and a commitment to serving vulnerable populations.
• Curiosity and openness to working with AI tools, with a desire to use AI to enhance efficiency rather than avoid it.

🏖️ Benefits

• Salary of £30,000 - £35,000 depending on experience and seniority.
• 26 days of holiday plus bank holidays.
• Generous EMI share option scheme.
• Hybrid work model with two core office days at London Bridge, London.

Skills & Technologies

Remote

£30k-35k

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LottieFiles Inc.

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About LottieFiles Inc.

LottieFiles Inc. provides a cloud-based platform and toolset for motion designers and developers to create, test, collaborate on, and deploy lightweight, scalable Lottie animations across web, iOS, Android, and other digital products. The company offers design plugins, an online editor, asset libraries, version control, hand-off automation, and performance analytics, enabling teams to move motion graphics from After Effects or Figma into production code efficiently while maintaining small file sizes and high visual fidelity.

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