Customer Success Specialist (English and French or German or Dutch speaking

About Laka

For this role you will need to speak English and French or Dutch or German and have technical bike knowledge.

You might not have heard of us yet — that's OK, you've 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 it’s 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.

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 things go wrong — and 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.

What you’ll be getting up to:

• Supporting Laka customers (and potential customers) with general questions about Laka's products & services, their bicycle insurance and new initiatives via web chat and email
• Helping Laka members file their claims and guiding 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.)
• Being the first point of contact for our B2B partners, supporting them to get their riders back on the road
• Working closely with the CX team across the UK and NL to provide a convenient, swift and seamless experience to our members
• Collating feedback from the collective on an ongoing basis and producing actionable intel to support decision making, both in the CX team and others around Laka
• Engaging in squad-based work with the goal of continuing to make Laka the best it can be (you might work on exciting projects with the Marketing, Product or Technology teams)

This role will be a great fit if you:

• Speak English and French or Dutch or German
• Have a strong empathy for cyclists and what it means when someone has their bike nicked, damaged or injured while out and about
• Have a decent understanding of technical terms in cycling (we can bring you up to speed with the latest bike tech) to support all types of customers
• Gain satisfaction from helping people through a difficult time (losing a bike isn’t easy) and go the extra mile to make a member’s day
• Enjoy learning new things, working with a friendly team, and playing a part in shaping Laka’s future
• Are a fast learner and can get up to speed with common tools — we use multiple systems, and training will be provided
• 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. Don’t worry about any insurance knowledge — we can teach you the ins and outs of insurance and supporting bike parts too. It’s great if you already have insurance experience, "WFT" (insurance) certificates or experience as a bike mechanic. We can work together on building your skill set.

Before you apply, please ensure you currently have the right to work in the UK (we’re unable to provide visa sponsorship for this role).

🌟 Our perks

What can you expect from working at Laka?

• Remote-first: work from home or our offices in London and Bristol with flexible attendance
• Share options: all employees are granted share options on joining
• Company bonus: 5% of base salary annually if the company hits its targets
• Annual leave: 25 days + bank holidays, with rollover of up to 5 days per year
• Pension: Laka contributes 3% of base salary
• Private medical insurance: individual cover with optional add-ons for partners & dependants
• Lunch on us: £15 every first Wednesday of the month
• Company events: regular team-building and social activities
• Monthly socials: budget for monthly office social activities
• Laka swag: starter kit including jumper and t-shirts
• Laka credit: £10 per month toward insuring your bike(s) with Laka plus cycling discounts
• Mental health support: unlimited access to Spill therapy services

Belonging at Laka

We are committed to building a diverse, equitable, inclusive, and belonging-focused workplace. We value a global community where each person’s unique qualities are celebrated. If you’d like to request a reasonable adjustment as part of our application or assessment process, please email support@laka.co.uk.