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Customer Service Representative (AI)
30 000 - 35 000GBP
Описание вакансии
Текст:
TL;DR
Customer Service Representative (AI): Supporting care providers across Lottie’s marketplace and Found through live chat and email, with an accent on resolving product-specific issues, maintaining knowledge content, and escalating evidence-based bugs. Focus on troubleshooting complex customer problems, improving AI Agent self-service, building scalable support processes, and feeding customer insights into Product and Engineering.
Location: Hybrid, with two core office days at London Bridge, London, UK
Salary: £30,000–£35,000 per year, depending on experience and seniority; generous EMI share offering.
Company
is a London-based startup building AI-powered products for the social care sector, including a care marketplace, CRM software, employee eldercare benefits, and AI agents.
What you will do
- Provide first-line support to care-provider partners through live chat and email, taking tickets from first response to resolution.
- Handle human escalations when the AI Agent cannot resolve a problem.
- Create and maintain help articles, close knowledge gaps, and improve self-service for customers and the AI Agent.
- Investigate account and product issues, reproduce bugs, and provide clear evidence to Product and Engineering.
- Identify recurring support patterns, contribute to product improvements, and monitor response, resolution, and CSAT metrics.
- Help onboard and train new care-provider partners.
Requirements
- Experience in a customer-facing role such as customer service, contact centre, helpdesk, or retail.
- Strong written communication skills for clear, warm, and concise chat, email, and help content.
- Natural troubleshooting ability and persistence in resolving complex problems.
- Organisation, calmness under a busy queue, and ownership of customer issues through to resolution.
- Interest in using AI to solve problems and improve support outcomes.
Nice to have
- Experience with Zendesk, Intercom, HubSpot, Pylon, or similar helpdesk and CRM tools.
- Experience owning or maintaining documentation.
Culture & Benefits
- Mission-driven work focused on improving later-life care and building the future of the care sector.
- Hybrid office policy with two core office days.
- 26 days of holiday plus bank holidays.
- Generous EMI share offering and employee benefits.
- Opportunity to build and own a support function from an early stage, with potential progression into senior support, knowledge and AI operations, or Customer Success.
Hiring process
- 20-minute remote screening interview with the Talent Acquisition Lead.
- One-hour remote case study assessment with pre-work.
- Final 90-minute in-person interview with the Co-Founder & CEO and Head of Customer Success.