Summer Intern - Customer Success Specialist (Dutch and English Speaking)

About Laka

Hello, we're Laka. Founded in 2017, Laka set out to transform insurance by connecting passionate cyclists to form a collective and protect their bikes when things go wrong. A better model for insurance was born—people come first, with costs fairly shared amongst the collective.

Our model ensures everything runs smoothly for The Collective—from exceptionally fast claims and fairly splitting costs to guaranteeing a maximum price and handling the heavy lifting of a regulated insurance business. For this service, the collective pays Laka a fee relative to the claims in a month.

Take a closer look at how it works here.

Since then, we’ve been busy achieving significant milestones: raising £31m, launching in 10 countries, growing to a global team, supporting riders from everyday commuters to elite athletes and pro teams, partnering with leading cycling brands and retailers across Europe, and receiving awards as a top cycle insurance provider with a 4.9 Google rating.

We’re growing fast and expanding across segments, products, and territories. We’re looking for innovative, bold, and brave minds to help build the world’s best insurance company.

The role

Customer Experience (CX) at Laka

Role overview

CX sits at the heart of why Laka exists—we’re here for people when things go wrong. You will be a key part of our Customer Experience team, delivering a great customer experience as we grow the Laka brand internationally. As part of a small, dedicated function (our team currently comprises 11 members), you will be the first point of contact for general and claim-related enquiries.

What you’ll be getting up to:

• Support Laka customers and potential customers with general questions about Laka’s products and services, their bicycle insurance, and new initiatives via web chat and email
• Help Laka members file their claims and guide them through the process of replacing or repairing their bikes and kit, coordinating with shops, manufacturers, distributors, or directly with us
• Be the first point of contact for our B2B partners, helping them get their riders back on the road
• Collaborate with the CX team across the UK and NL to provide a convenient, swift, and seamless experience for members
• Collect feedback from the collective and produce actionable insights to support decision making within the CX team and other parts of Laka
• Engage in squad-based work and collaborate on projects with Marketing, Product, and Technology teams to continually improve Laka

This role will be a great fit if you:

• Speak English and French
• Have strong empathy for cyclists and understand the impact of bike loss, damage, or injuries while riding
• Have a decent understanding of technical terms in cycling; we can bring you up to speed on the latest bike tech to support all customer queries
• Get satisfaction from helping people through difficult situations and go the extra mile to improve a member’s day
• Enjoy learning, collaborating with a friendly team, and contributing to Laka’s future
• Are a fast learner and can quickly become proficient with common tools; training will be provided
• Are comfortable with written and spoken communication in Dutch and English

You might have guessed it, but being passionate about cycling makes a lot of sense at Laka. Insurance knowledge can be taught, and we’ll support your knowledge on bike components too. Prior insurance experience (e.g., WFT certificates) or experience as a bike mechanic is a plus, but not required. We can help you build the necessary skillset together.

Before you apply, please ensure you currently have the right to work in the UK. We are not able to provide visa sponsorship for this role.

Our perks

What can you expect from working at Laka?

• Remote-first working approach—choose to work from home or our offices in London & Bristol. There is no minimum in-office requirement, though we’d love to see you when possible.
• Share options—everyone in the business receives share options when they join.
• Company bonus scheme—5% annual cash bonus of base salary if company targets are met.
• Annual leave—25 days plus bank holidays, with rollover of up to 5 days per year.
• Pension scheme—Laka contributes 3% of base salary into your pension.
• Private medical insurance—individual cover with options to add partners and dependents at a small cost.
• Home set-up allowance—one-off budget of £200 for home-office equipment, plus the kit of your choice (MacBook or Windows laptop, plus peripherals).
• Lunch on us—£15 credit on the first Wednesday of each month for lunch.
• Company-wide events—regular events for team building and socializing.
• Monthly socials—office budgets for monthly social activities, from casual dinners to adventures and sports.
• Laka swag—starter kit including a jumper and t-shirts to feel like part of the family.
• Laka credit—£10 monthly credit towards insuring your bikes with Laka, plus access to cycling industry discounts.
• Mental health support—unlimited support via Spill, including one-to-one therapy sessions.

Belonging at Laka

We are committed to diversity, equity, inclusion, and belonging. Our customer community is diverse and inclusive, and we strive for our people to be the same. We invite you to bring your authentic self to work every day, regardless of age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caregiving responsibilities, neurodiversity, or other characteristics. If you’d like to request a reasonable adjustment during the application or assessment process, please email support@laka.co.uk.