Customer Service Executive – The Bike Club | Remote (UK)

Customer Service Executive – The Bike Club | Remote (UK)

Overview

The Bike Club, the world’s second-largest bike rental network and the largest in the children’s bike sector, is hiring a Customer Service Executive. This role is central to delivering exceptional service to members across multiple channels, ensuring families enjoy a sustainable, hassle-free subscription experience. With over 80,000 bikes in circulation, Bike Club is a fast-growing B Corp Certified company headquartered in the UK and active in Germany.

Key Details

• Job Title: Customer Service Executive
• Employer: The Bike Club
• Location: Remote (United Kingdom) – monthly in-person team meeting in East London
• Salary: £27,500 – £28,000 per annum
• Contract Type: Permanent
• Hours: Full-Time (37.5 hours per week, flexible; core hours Monday–Friday 9 am–5:30 pm; some Saturday availability required)
• Work Location: Remote-first, UK-based

Role Overview

Customer Service Executives are the voice of Bike Club, supporting members with queries, product advice, and issue resolution. The role involves handling communications across email, phone, and social media, while gathering feedback to improve services and ensure customer satisfaction.

Key Responsibilities

• Handle member queries across email, telephone, and social media
• Develop expert product knowledge to provide tailored advice and recommendations
• Act as the voice of the customer by gathering feedback and sharing insights
• Communicate clearly and effectively with members and colleagues
• Resolve issues on first contact whenever possible with a solution-focused approach

Required Skills and Experience

Essential

• Genuine passion for delivering high-quality customer support
• Previous experience with CRM tools (preferably Salesforce)
• Strong problem-solving skills and curiosity to learn
• High level of empathy and commitment to exceeding customer expectations
• Ability to seek and apply feedback for personal growth
• Comfortable working independently and collaboratively in a team environment
• Resilience under pressure with a positive attitude
• Dependable, organised, and dedicated team player
• Minimum 1 year of experience in a similar customer service role

Benefits

• Remote-first work model (UK-based)
• Flexible hours (37.5 per week)
• 26 days annual leave plus bank holidays, with additional days accrued per year of service
• Enhanced parental leave (maternity and paternity)
• £30/month discount towards Bike Club subscription
• Sustainability impact – work for a B Corp Certified company contributing to environmental and social good
• Monthly All Hands drinks and a fun, supportive team culture
• Career growth opportunities in a fast-expanding company

Equal Opportunities

The Bike Club is committed to sustainability, inclusivity, and equal opportunity employment. Applications are welcomed from all qualified candidates regardless of background.

How to Apply

Click here to submit your application

Application Deadline

Not specified – applications reviewed on a rolling basis.