At a Glance
- Tasks: Support cyclists with insurance queries and claims via web chat and email.
- Company: Join Laka, a revolutionary insurance company for passionate cyclists.
- Benefits: Enjoy remote work, share options, bonuses, and 25 days holiday.
- Other info: Be part of a diverse team committed to inclusion and fun!
- Why this job: Make a real difference in the cycling community while growing your career.
- Qualifications: Fluent in English and French/Dutch/German with empathy for cyclists.
The predicted salary is between 30000 - 42000 £ 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.
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 are 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:
- 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.
Requirements
- We require that you speak English and French/Dutch/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.
- 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.
Before you apply, please make sure that you currently have the right to work in the UK.
Benefits
- Remote-first way of working - you choose whether you work from home or our beautiful offices in London & Bristol.
- Share options - everyone in the business is granted share options when they join.
- 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 - individual private cover, with the option to add partners & dependants too.
- Lunch on us - £15 every first Wednesday of the month.
- Company-wide events - expect regular events throughout the year.
- Monthly socials - each office has a budget for a monthly social activity.
- Laka swag - we’ll give you some lovely Laka kit to get you started.
- Laka credit - £10 credit per month towards insuring your bike(s) with us.
- Mental health support - unlimited support via Spill, including one-to-one therapy sessions.
Belonging at Laka
We’re committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging. We believe each person’s unique qualities should be celebrated as they are a huge part of what makes Laka a great place to be.
Customer Success Specialist (English and French/German/Dutch speaking) in Bristol employer: Laka
At Laka, we pride ourselves on being an innovative employer that values collaboration and creativity, especially in our Customer Success team. Our remote work culture fosters flexibility and inclusivity, allowing you to thrive while contributing to a mission that prioritises community and fairness in insurance. With ample opportunities for personal and professional growth, you'll be part of a dynamic team dedicated to transforming the insurance landscape for cyclists across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist (English and French/German/Dutch speaking) in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Laka. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Laka before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Specialist (English and French/German/Dutch speaking) in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Laka:Your cover letter is your chance to shine! Tell us why you want to work at Laka specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Laka!
How to prepare for a job interview at Laka
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
