Product Expert

📋 Description

• Be first contact for partners across Found and Lottie; respond via live chat and email.
• Be the human escalation point when the AI Agent can't solve.
• Contribute to the knowledge base; write and maintain help articles.
• Reproduce issues, dig into accounts, hand clear, well-evidenced bugs to Engineering.
• Spot patterns across tickets to drive product improvements.
• Own the metrics showing support is working—response and resolution SLAs, CSAT.

🎯 Requirements

• Around a year's experience in a customer-facing role.
• A genuinely strong writer - clear, warm and concise.
• A natural troubleshooter who enjoys getting to the bottom of problems.
• Organised and calm under a busy queue; you take real ownership.
• You care about customers and our mission.
• AI-curious and eager to work with our AI Agent. Bonus: Zendesk/Intercom/HubSpot/Pylon experience.

🎁 Benefits

• Generous EMI equity offering.
• Hybrid office policy with two core office days.
• 26 days holiday + bank holidays.
• Office location: London Bridge, London, UK.
• Careers page access and culture resources.