Customer Success Specialist

Summary

Join Laka, a fast-growing insurance company transforming the cycling industry, as a Customer Experience representative. You will be a key member of a small, dedicated team, providing exceptional support to customers and partners. Your responsibilities include handling inquiries, assisting with claims, collaborating with colleagues, and gathering customer feedback. This role requires strong empathy, excellent communication skills in Dutch and English, and the ability to quickly learn new systems. Laka offers a remote-first work environment, competitive benefits, and opportunities for professional growth within a dynamic and passionate team. The company is committed to diversity, equity, inclusion, and belonging. If you are a passionate cyclist with a knack for helping people, this is the perfect opportunity for you.

Requirements

• Have a super strong empathy for cyclists and what it means when someone has their bike nicked, damaged or injures themselves whilst out & about on their bike
• Have a decent understanding of technical terms in cycling (we can bring you up to speed with the latest bike tech), so you can best support all types of customers with whatever query is thrown your way
• Get loads of satisfaction from helping people going through a rough patch (losing your bike isn't easy, you know) - you'll understand what it means to go the extra mile and make a member's day
• Enjoy learning new things, working with a lovely bunch of people, and ultimately playing a huge part in the future of Laka!
• Are a fast learner and can get up to speed with common tools - we use a number of systems at Laka, but don't worry, we'll give you all the training you need
• Are comfortable chatting with our members, with excellent written communication in (native) Dutch & English
• Before you apply, please make sure that you currently have the right to work in the UK (we're really sorry, but we're not able to provide visa sponsorship for this role)

Responsibilities

• Support Laka customers (& potential customers) with general questions about Laka's products & services, their bicycle insurance and new initiatives via web chat and email
• Help Laka members to file their claims and guide them through the process of replacing or repairing their bikes and kit either directly with us or by coordinating with third-parties (shops, manufacturers, distributors etc)
• Be the first point of contact for our B2B partners, supporting them to get their riders back on the road
• Work closely with the CX team across both the UK and NL to provide a convenient, swift and seamless experience to our members
• Collate feedback from the collective on an ongoing basis and produce actionable intel to support decision making, both in the CX team and others around Laka
• Get stuck into our squad-based work, with the goal to continue to make Laka the best it can be (you might find yourself working on exciting projects with the Marketing, Product or Technology teams)

Preferred Qualifications

• Previous insurance experience
• "WFT" (insurance) certificates
• Experience as a bike mechanic

Benefits

• Remote-first way of working - you choose whether you work from home or our beautiful offices in London & Bristol (we have no minimum expectation of how many days you come in, although we'd love to see your friendly face!)
• Share options - we want you to be rewarded for Laka's success - everyone in the business is granted share options when they join
• Company bonus scheme - if the company hits its targets, you'll get a cash bonus of 5% of your base salary annually
• Annual leave - 25 days holiday (plus bank holidays), with the option to roll over up to 5 days per year
• Pension scheme - Laka pays 3% of your base salary into your pension to help you save for the future
• Private medical insurance - we’ll give you individual private cover, with the option to add partners & dependants too (at a small cost)
• Home set-up allowance - in addition to letting you choose the kit you want (MacBook or Windows laptop, plus additional equipment like screens, keyboard, etc), we'll also give you a one-off budget of £200 to get anything else you want in order to make your homeworking environment a comfortable place to be
• Lunch on us - £15 every first Wednesday of the month to enjoy lunch on Laka - pop out locally with people in the office, or order-in at home, the choice is yours
• Company-wide events - we love getting everyone together as much as possible - expect regular events throughout the year, for team building, bonding, and general good old-fashioned fun!
• Monthly socials - as if quarterly company events weren't enough, we also give each office a budget for a monthly social activity (think anything from low-key dinner & drinks through to adventure golf, paddleboarding, bowling, electric darts, trampoline parks and more!)
• Laka swag - we'll give you some lovely Laka kit to get you started, including a jumper & t-shirts so you can feel (& look) like part of the family
• Laka credit - for all you cyclists, we'll give you £10 credit per month towards insuring your bike(s) with us - plus give you access to a bunch of cycling industry discounts
• Mental health support - unlimited support via Spill, including one-to-one therapy sessions