Intern Product Expert

Title: Intern - Product Expert

Department: Customer Success Reporting to Head of Customer Success Found

Salary: 30000 (pro rated)

Benefits & Culture: Lotties careers page here.

Holiday: 26 days bank holidays (pro rated)

Mission: Elevate later life for everybody and build the care sector of the future.

Office Policy: Hybrid with two core office days.

Office Location: London Bridge London UK.

Contract: 3-week internship with a view to a permanent role immediately

The Opportunity:

Team Found is looking for a hungry sharp self-starter to join as its first Intern Product Expert with the opportunity for progression to a permanent role.

Found is Lotties CRM platform it helps care providers manage prioritise and forecast their enquiries occupancy and finances so they can spend less time wrestling with software and spreadsheets and more time on the people in their care.

Youll be the person our partners hear from when they need help responding over live chat and email seeing problems through to resolution and helping improve the knowledge base and AI Agent over time. You dont need years of experience. You do need to be curious a strong writer and someone who doesnt give up when a problem gets complicated.

This is a real role from day one not a tea-making internship.

What does this role involve

• Be the first point of contact for partners across Found and the Lottie marketplace responding over live chat and email and seeing tickets through from first response to resolution.

• Be the human escalation point when our AI Agent hits something it cant solve.

• Contribute to the knowledge base across both products write and maintain help articles and close content gaps so partners and the AI can find answers faster.

• Get to the root of problems reproduce issues dig into accounts and hand clear well-evidenced bugs to Engineering and Product.

• Spot patterns across tickets and feed them back to the wider team turning real-world friction into product improvements

What problems will you be solving

• Giving care providers fast accurate answers to their hardest problems so technology is never the thing standing between them and the people they look after.

• Helping build the foundations of a support function from the ground up implementing the processes and standards to scale as Found grows.

• Keeping the knowledge base good enough that customers and the AI can self-serve so routine questions are answered instantly and the interesting ones reach you.

• Being the bridge between our customers and our Product and Engineering teams.

We think youll be a great fit if

• Youre available to convert to a permanent role this internship has a view to permanency within 3 weeks so were looking for candidates who are available to commit long-term not those with academic commitments that would prevent a full-time transition.

• Youre early in your career we dont expect formal experience but youll need to show us you can hit the ground running.

• Youre a genuinely strong writer clear warm and concise. Most of our support happens in writing and youll be creating help content too.

• Youre technically curious comfortable poking around a product figuring out whats wrong and not fazed by software you havent used before.

• Youre a natural troubleshooter who enjoys getting to the bottom of a problem and doesnt give up at the first dead end.

• Youre organised and calm under a busy queue and you take real ownership of what youre responsible for.

• You care about our customers and our mission Founds partners look after some of societys most vulnerable people and that matters to you.

• Youre AI-curious quick to spot where AI can help you work faster and smarter and keen to work alongside our AI Agent rather than around it.

Sound like you but not quite 100% Apply anyway were looking for potential and the right attitude not a perfect CV match.

This role isnt for you if

• Our mission to elevate later life care doesnt resonate with you.

• You want a structured programme with a lot of hand-holding here youll be doing real work from day one.

• Youd rather pass hard problems on than own them through to resolution.

• Youre looking for a role thats primarily strategic or relationship-led this is hands-on frontline support.

• Youre not excited about building something from the ground up or about a product that has a real impact on an important industry.

Lotties Interview Process

1. Screening interview with Lotties Talent Acquisition Lead 20 mins (remote)

2. Case Study Assessment with Elliott Winter (Head of Customer Success) and a member of the Found Customer Success team - 1h presentation with additional pre-work (remote)

3. Final interviews with Will Donnelly (Lotties Co-Founder & CEO) and the Head of Customer Success 1h15 total (in-person)

Candidate Experience:

• Pre-Screen & First Interview: Youll receive an email notification but no specific feedback will be provided at this stage.

• Practical Assessment: If you are not successful after the assessment youll receive constructive feedback via email and be offered a debrief call with our Talent Lead.

• Final Interview: For final-stage candidates who are not offered the role we will provide your feedback live via a phone call.

Meet Lottie

Founded with a mission to build the care sector of the future Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021 Lottie has raised over 25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europes fastest growing tech companies. Most recently Lottie was the acclaimed winner of Deloitte Fast 50 LinkedIn Top Startups The Sunday Times Tech 2026 and Startups 100.

As of today Lottie offers four core products:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UKs best care homes and home care services. Think Rightmove for care.

• Found by Lottie (B2B Vertical SaaS) - AI-native CRM software supporting care providers to effectively manage their enquiries occupancy and finances.

• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

• Eliza by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered. Launch video here.

Why Lottie

• Career Opportunity - An internship with real responsibility and a clear route to a permanent role.

• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives.

• Investors - Series A backed startup having raised 25m from tier 1 venture capital investors including Accel and General Catalyst.

• People - Join a kind talented and mission driven team that loves coming to work every day.

• Culture - Excellent employee compensation/benefits hybrid office policy and outstanding company culture with a 5/5 employee review score on Glassdoor.

• Award Winning - Acclaimed winner of LinkedIns 2024 Top Startups and named the UKs number one startup for 2025 in 100 Index. Awarded one of the best places to work in the UK by The Sunday Times 2026.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity status or disability status.

If you require reasonable accommodations during the application or interview process please let us know at

Required Experience:

Intern