Customer Success Specialist in London

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. 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.

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 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.

Requirements: This role will be a great fit if 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: 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 - 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 - 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.

Belonging at Laka: We’re committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging.