Customer Success Specialist (Dutch and English speaking)

Job Description

👋🏻 Hello, we're Laka

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.

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 an awesome Series A investment round of over $13m

🚀 Grown the team to over 50 Lakanauts, based across the UK and NL, enabling a choice-based, remote-first way of working

🚀 Launched Laka in a total of 5 countries, essentially helping more people in more places!

🚀 Captured the UK and NL enthusiast cyclist market and expanded into commercial business partnering

🚀 Been awarded 'Best Cycle Insurance Provider' (for the past 6 years in a row - go us! 🥳)

🚀 Opened 3 shiny new offices in London, Bristol & Amsterdam to provide spaces for people to collaborate as they like

🚀 We've also achieved a 5* rating on Google Reviews and Glassdoor - go check us out!

Help us continue to change an outdated industry...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

CX are firmly at the heart of why Laka was created - we exist to be there for people when shit happens - 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 (& 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 (you might find yourself working on exciting projects with the Marketing, Product or Technology teams)

Requirements

👉🏻 This role will be a great fit if you:

• 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 (we can bring you up to speed with the latest bike tech), so you can best support all types of customers with whatever query is thrown your way
• Get loads of satisfaction from helping people going through a rough patch (losing your bike isn't easy, you know) - you'll understand what it means to go the extra mile and make a member's day
• 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 - we use a number of systems at Laka, but don't worry, we'll give you all the training you need
• 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, "WFT" (insurance) certificates or experience as a bike mechanic. We can work together on completing your skill set.

Before you apply, please make sure that you currently have the right to work in the UK (we're really sorry, but we're not able to provide visa sponsorship for this role).

Benefits

🌟 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 (we have no minimum expectation of how many days you come in, although we'd love to see your friendly face!)

📈 Share options - we want you to be rewarded for Laka's success - 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 to help you save for the future

💊 Private medical insurance - we’ll give you individual private cover, with the option to add partners & dependants too (at a small cost)

🖥 Home set-up allowance - in addition to letting you choose the kit you want (MacBook or Windows laptop, plus additional equipment like screens, keyboard, etc), we'll also give you a one-off budget of £200 to get anything else you want in order to make your homeworking environment a comfortable place to be

🍽 Lunch on us - £15 every first Wednesday of the month to enjoy lunch on Laka - pop out locally with people in the office, or order-in at home, the choice is yours

💃 Company-wide events - we love getting everyone together as much as possible - expect regular events throughout the year, for team building, bonding, and general good old-fashioned fun!

🎳 Monthly socials - as if quarterly company events weren't enough, we also give each office a budget for a monthly social activity (think anything from low-key dinner & drinks through to adventure golf, paddleboarding, bowling, electric darts, trampoline parks and more!)

👚 Laka swag - we'll give you some lovely Laka kit to get you started, including a jumper & t-shirts so you can feel (& look) like part of the family

🚴 Laka credit - for all you cyclists, we'll give you £10 credit per month towards insuring your bike(s) with us - plus give you access to a bunch of cycling industry discounts

🧠 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 - our customer collective is broad and inclusive, and we'd like our own people to be too. We're fast becoming a global community of people and 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. We'd love you to bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or anything else that makes you, you. If you’d like to request a reasonable adjustment as part of our application or assessment process, please let us know by emailing support@laka.co.uk.