Customer Success Specialist (German and English Speaking)

• CX are firmly at the heart of why Laka was created - we exist to be there for people when shit happens - our CX function is where this magic takes place…
• You’ll be a key part of our Customer Experience team. Providing a great customer experience is the most important part of our plans to grow the Laka brand internationally. As part of a small, dedicated function (we currently have a team of 11 superstars), you’ll be the first point of contact for general and claim-related enquiries
• 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)

Benefits

• Flexible & remote working
• Competitive pay and share options
• Professional development fund
• Employee mental health support through Spill
• Awesome company offsites
• Dog friendly office
• Weekly online all hands meetings
• Team lunch on us weekly

• For this role you will need to speak English and German and have technical bike knowledge!
• Enjoy learning new things, working with a lovely bunch of people, and ultimately playing a huge part in the future of Laka!
• We require that you speak English and 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
• 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
• 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
• 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
• You might have already guessed it but 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. We can work together on completing your skill set
• Are comfortable chatting with our members, with excellent written communication in (native) German & English