Customer Success Specialist (Dutch and English speaking)
Customer Success Specialist (Dutch and English speaking)
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Job Description
Hello were Laka
You might not have heard of us yet - thats OK youve found us now - come and find out more about our journey...
Founded in 2017 Laka set out to transform insurance by connecting passionate cyclists to form a collective and protect their bikes for when things go wrong - a better model for insurance was born. For once people come first in insurance by fairly sharing the cost amongst each other. We exist to rewrite the rules of insurance so its something people stand with not against.
Our model: Laka makes sure everything runs smoothly for The Collective - from exceptionally fast claims splitting the cost fairly guaranteeing a maximum price and all the other heavy lifting of a regulated insurance business. For that service the collective pays Laka a fee relative to the claims in a month.
Take a closer look at exactly what this means and how it works here.
What have we been up to since then...
In a nutshell weve been very busy! Here are a few of the massive achievements weve had:
Raised an awesome Series B investment round of over $10m
Grown the team to over 60 Lakanauts based across the UK and NL enabling a choice-based remote-first way of working
Launched Laka in a total of 9 countries essentially helping more people in more places!
Captured the UK and NL enthusiast cyclist market and expanded into commercial business partnering
Been awarded Best Cycle Insurance Provider (for the past 7 years in a row - go us! )
Weve also achieved a 5* rating on Google Reviews and Glassdoor - go check us out!
Help us continue to change an outdated industry...
Were growing real fast on our path to make the Laka collective model the industry standard and were expanding across segments products and territories. Were looking for innovative bold and brave minds to help us build the worlds best insurance company.
The role
Customer Experience (CX) at Laka
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...
Youll 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) youll be the first point of contact for general and claim-related enquiries.
What youll be getting up to:
- Supporting Laka customers (& potential customers) with general questions about Lakas 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)
- 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
This role will be a great fit if you:
- 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 strong technical knowledge of bicycles and an understanding of various cycling cultures 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 isnt easy you know) - youll understand what it means to go the extra mile and make a members 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 dont worry well give you all the training you need
- Are comfortable chatting with our members with excellent written communication in (native) Dutch & English
You might have already guessed it but it makes a lot of sense to be passionate about cycling when joining Laka. Dont worry about any insurance knowledge - we can teach you the ins-and-outs of insurance and support on completing your knowledge on all things bikes too.
Before you apply please make sure that you currently have the right to work in the UK or the Netherlands (were really sorry but were not able to provide visa sponsorship for this role).
Benefits
Our perks
What can you expect from working at Laka
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 wed love to see your friendly face!)
Share options - we want you to be rewarded for Lakas success - everyone in the business is granted share options when they join
Company bonus scheme - if the company hits its targets youll 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 - well 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) well 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 werent 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 - well 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 well 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
Belonging at Laka
Were committed to building and sustaining a business that promotes diversity equity inclusion and belonging - our customer collective is broad and inclusive and wed like our own people to be too. Were fast becoming a global community of people and we believe each persons unique qualities should be celebrated as they are a huge part of what makes Laka a great place to be. Wed 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 youd like to request a reasonable adjustment as part of our application or assessment process please let us know by emailing .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
