Customer Success Associate

Title: Customer Success Associate (Partner Associate)

Department: Partner Team

Salary: £29,000 - £32,000

Benefits & Culture: See here.

Equity: A very generous EMI share offering

Holiday: 26 days + bank holidays

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

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge, London, UK

The Opportunity

Having quickly grown to be the UK's no. 1 care directory with over one million monthly users and more than 5,000 partner care services, Lottie is looking to hire an ambitious and hands-on Partner Associate to support the growth of Lottie's marketplace by delivering a 5 onboarding experience to new and existing clients as we step on the gas of growth in 2025 by scaling to 100+ full time teammates and expand overseas to the USA.

The successful candidate will report directly to Lottie's Director of Partner Relations - but will be given high autonomy to explore new ways of working and how the use of technology can further accelerate our growth. The successful candidate will join Lottie's Partner Team and will be expected to work closely with account executives, product managers and software engineers, as well as the entire partner team department to deliver on Lottie's ambitious future product roadmap and ensure we're delivering the best possible service to families searching for care.

Interview Process

• Screening interview led by Lottie's Talent Acquisition Lead.
• First round interview led by Hiring Manager.
• Technical assessment interview with hiring manager and one member of Lottie's Senior Management Team.
• Cultural/Behaviours interview with two team members.
• Final interview with Will Donnelly (Lottie's Co-Founder & CEO).

Candidate Experience: The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible. Your application will be reviewed by a real person, not AI. We encourage cover letters to express your interest!

Meet Lottie

Founded by brother duo Chris & Will Donnelly, Lottie is a London-based HealthTech start-up on a mission to pioneer a better way for families to understand, find and fund later life care.

Since launching in July 2021, Lottie has supported millions of care seekers find the right care for loved ones and has raised over £25m from leading venture capital funds including Accel, General Catalyst and Kindred, as well as from well-known technology entrepreneurs including Mike Hudack (ex-CPTO of Deliveroo & Monzo) and Tom Blomfield (ex-CEO of Monzo Bank). More recently, Lottie was the acclaimed winner of LinkedIn and Startup.co.uk Top Startup awards.

As of today, Lottie offers three core products and services, including:

• Lottie's Marketplace (B2B2C) - Free service that helps families find the UK's best care homes and home care services.
• Found by Lottie (B2B) - Cloud-based software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie (B2B) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

What does this role involve?

• Drive Successful Partner Onboarding: You'll manage the process of bringing new care partners onto the Lottie platform, ensuring a smooth and efficient experience.
• Develop and Maintain Partner Listings: You'll create compelling and accurate profiles for our partners on the Lottie marketplace.
• Provide Dedicated Partner Support: You'll be the primary point of contact for partner enquiries and support needs via email and phone.
• Ensure Up-to-Date Marketplace Information: You'll work with partners to keep their listings current and reflective of their services.
• Address and Resolve Partner Issues: You'll assist partners in troubleshooting technical challenges and finding effective solutions.
• Contribute to Process Improvement: You'll identify opportunities to enhance our partner onboarding and support workflows, including exploring automation.
• Gain Exposure to Diverse Lottie Initiatives: You'll have the opportunity to contribute to and learn from other teams and projects, such as Lottie Media and the Lottie Awards, broadening your understanding of the business.

Who is Lottie looking to hire?

• A Brilliant Attitude: You tackle challenges with enthusiasm and a "can-do" spirit.
• Passion for the Lottie: You genuinely care about improving the care sector and are invested in our mission.
• A Positive Mindset: You see opportunities and solutions, bringing an optimistic outlook to your work.
• Eager to Learn and Grow: You're like a sponge for knowledge, happy to take on new challenges and broaden your skillset.
• Proactive and Adaptable: You're willing to muck in and contribute wherever needed, embracing different tasks and roles.
• Curious and Collaborative: You're open to learning from others and exploring different aspects of the business.
• Highly Organised: You are able to manage your tasks, information, and time effectively to ensure efficiency and accuracy.

Why this might be exciting

• Be Integral to Lottie's Growth: You'll play a vital role in building strong relationships with our expanding network of care partners.
• Shape How We Work with Partners: You'll have the chance to contribute to the development and refinement of key processes.
• Explore Innovative Solutions: You'll be encouraged to look for ways to improve efficiency through technology and automation.
• Engage in Diverse Projects: You may have the opportunity to participate in initiatives like Lottie Media and the Lottie Awards.
• Provide Valuable Insights for Product Development: Your direct interactions with partners will inform the evolution of the Lottie platform.
• Grow Your Skills in a Supportive Environment: You'll be part of a dynamic team with opportunities for learning and professional development.

Why should you consider Lottie?

• Career Opportunity - A career defining opportunity to further develop Lottie's onboarding journey and set the foundations for us to scale globally.
• Early Hire Benefits - Be an early hire at one of the UK's fastest growing startups and benefit from fast career progression, as well as a generous stock options package.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.
• Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.
• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.
• 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 LinkedIn's 2024 "Top Startups" and named "the UK's number one startup for 2025" in Startup.co.uk 100 Index.

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 accommodations during the application or interview process, please let us know by contacting Alice at .