Role Overview

Supporting 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)

Requirements

We require that you speak English and French or Dutch or German
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
It makes a lot of sense to be passionate about cycling when joining Laka. Don't worry about any insurance knowledge
we can teach you the ins-and-outs of insurance and support your knowledge on all things bike parts, too. Of course it is great if you already have previous insurance experience, 'WFT' (insurance) certificates or experience as a bike mechanic. We can work together on completing your skill set.
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).

Tech Stack

Swift

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)
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
We're committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging
our customer collective is broad and inclusive, and we'd like our own people to be too. We're fast becoming a global community of people and we believe each person's unique qualities should be celebrated as they are a huge part of what makes Laka a great place to be. We'd love you to bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or anything else that makes you, you. *If you’d like to request a reasonable adjustment as part of our application or assessment process, please let us know by emailing support@laka.co.uk.

Laka

Open Positions (1)

Customer Service

Customer Success Specialist, English, French, German, Dutch