Product Expert
$30,000–$35,000 year
HybridLondon, England, United Kingdom
Job Summary
Respond to partner inquiries via live chat and email, escalating complex issues to Engineering when the AI Agent cannot resolve them. Reproduce bugs, document findings, and feed pattern analysis to Product and Engineering teams to drive improvements. Maintain the knowledge base by writing and updating help articles, ensuring partners and the AI can self-serve effectively. Onboard new care providers and train them on Found to accelerate their value realization. Own support metrics including response and resolution SLAs, CSAT, and AI Agent performance. Work closely with Product and Engineering to bridge customer needs with technical solutions.
Required Qualifications
- around a year's experience in a customer-facing role
- genuinely strong writer
- natural troubleshooter who enjoys getting to the bottom of a problem
- organised and calm under a busy queue
- takes real ownership of what you're responsible for
- care about our customers and our mission
- AI-curious
Desired Qualifications
- used helpdesk or CRM tools (Zendesk, Intercom, HubSpot, Pylon)
- owned documentation before
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