At a Glance
- Tasks: Support customers with queries and claims, ensuring a seamless experience.
- Company: Join Laka, a revolutionary insurance company for cyclists.
- Benefits: Remote work, share options, bonuses, and 25 days holiday.
- Other info: Dynamic team culture with regular social events and personal development opportunities.
- Why this job: Be part of a team transforming the insurance industry for cyclists.
- Qualifications: Fluent in Dutch and English, with empathy for cyclists.
The predicted salary is between 20000 - 30000 £ per year.
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 for when things go wrong - a better model for insurance was born. 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.
What have we been up to since then...? In a nutshell, we've been very busy! Here are a few of the massive achievements we've had:
- Raised £31m!
- Launched Laka in a total of 10 countries, essentially helping more people in more places!
- 70 Lakanauts also based beyond NL (France) so UK, NL, FR and beyond
- Supporting riders from everyday commuters to elite athletes and pro teams
- Partnering with leading cycling brands and retailers across Europe
- Been awarded 'Best Cycle Insurance Provider' (for the past 8 years in a row)
- Giving our all to customers and they agree, check out our 4.9 google rating!
Help us continue to change an outdated industry... We're growing real fast on our path to make the Laka collective model the industry standard and we're expanding across segments, products, and territories. We're looking for innovative, bold and brave minds to help us build the world's best insurance company.
The role: Customer Experience (CX) at Laka is firmly at the heart of why Laka was created - we exist to be there for people when things happen - 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, you'll be the first point of contact for general and claim-related enquiries.
What you'll be getting up to:
- 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
This role will be a great fit if you:
- Speak English and Dutch!
- 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
- Get loads of satisfaction from helping people going through a rough patch
- 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
- 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 support your knowledge on all things bike parts, too. Of course it is great if you already have previous insurance experience or experience as a bike mechanic.
Before you apply, please make sure that you currently have the right to work in the UK.
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
- Share options - we want you to be rewarded for Laka's success
- 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
- Private medical insurance - we'll give you individual private cover
- Home set-up allowance - we'll also give you a one-off budget of £200 to get anything else you want
- Lunch on us - £15 every first Wednesday of the month
- Company-wide events - expect regular events throughout the year
- Monthly socials - we also give each office a budget for a monthly social activity
- Laka swag - we'll give you some lovely Laka kit to get you started
- Laka credit - we'll give you £10 credit per month towards insuring your bike(s) with us
- Mental health support - unlimited support via Spill
Belonging at Laka: We're committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging.
