Flexa
Laka โ€ข London, United Kingdom

Customer Support Specialist

Employment type:ย  Full time

Remote-first

A little flex time

Apply now

Job Description

๐Ÿ‘‹๐Ÿป 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 itโ€™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:

๐Ÿš€ Raised an awesome Series A investment round of over $13m

๐Ÿš€ Grown the team to over 50 Lakanauts, based across the UK and NL, enabling a choice-based, remote-first way of working

๐Ÿš€ Launched Laka in a total of 5 countries, essentially helping more people in more places!

๐Ÿš€ Captured the UK and NL enthusiast cyclist market and expanded into commercial business partnering

๐Ÿš€ Been awarded 'Best Cycle Insurance Provider' (for the past 5 years in a row - go us! ๐Ÿฅณ)

๐Ÿš€ Opened 3 shiny new offices in London, Bristol & Amsterdam to provide spaces for people to collaborate as they like

๐Ÿš€ We've also achieved a 5* rating on Google Reviews and Glassdoor - go check us out!

Help us continue to change an outdated industry...

Weโ€™re growing real fast on our path to make the Laka collective model the industry standard and weโ€™re expanding across segments, products, and territories. Weโ€™re looking for innovative, bold and brave minds to help us build the worldโ€™s best insurance company.

๐Ÿค˜๐Ÿผ 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 10 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
  • Collaborate with claims handlers, to ensure the best possible outcomes for customers.
  • 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 members 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 project-based work, with the goal to continue to make Laka the best it can be (you might find yourself working on exciting topics with the Marketing, Product or Technology teams)

Location: we're happy for this role to be based anywhere in the UK, with occasional travel to our London or Bristol offices.

Requirements

๐Ÿ‘‰๐Ÿป This role will be a great fit if you:

  • Have strong empathy for cyclists and a good understanding of technical terms in cycling (we can bring you up to speed with the latest bike tech)
  • Understand what it looks like to go the extra mile and make a member's day
  • Love learning new things and find self-fulfilment in helping people going through a rough patch (losing your bike isn't easy, you know)
  • Be comfortable chatting with our members and show excellent English verbal & written communication skills
  • Have a good understanding of (or the ability to quickly learn) tools such as Google Suite (Sheets, etc), Slack, Notion, and other in-house applications

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 if needed.

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

๐ŸŒŸ Our perks

What can you expect from working at Laka?

๐Ÿ  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!)

๐Ÿ“ˆ Share options - we want you to be rewarded for Laka's success - everyone in the business is granted share options when they join

๐Ÿ’ฐ Company bonus scheme - if the company hits its targets, you'll get a cash bonus of 5% of your base salary annually

๐ŸŒด Annual leave - 25 days holiday (plus bank holidays), with the option to roll over up to 5 days per year

๐Ÿ’ถ Pension scheme - Laka pays 3% of your base salary into your pension to help you save for the future

๐Ÿ’Š Private medical insurance - weโ€™ll give you individual private cover, with the option to add partners & dependants too (at a small cost)

๐Ÿ–ฅ 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 ยฃ200 to get anything else you want in order to make your homeworking environment a comfortable place to be

๐Ÿฝ Weekly lunch on us - ยฃ15 every Wednesday to enjoy lunch on Laka - pop out locally with people in the office, or order-in at home, the choice is yours

๐Ÿ’ƒ 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!

๐ŸŽณ 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!)

๐Ÿ‘š 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

๐Ÿšด Laka credit - for all you cyclists, we'll give you ยฃ10 credit per month towards insuring your bike(s) with us - plus give you access to a bunch of cycling industry discounts

๐Ÿง  Mental health support - unlimited support via Spill, including one-to-one therapy sessions

๐ŸŒˆ 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 youโ€™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.

Company benefits

Open to part time work for some roles
Work from anywhere scheme
Dog friendly co-working space
Work from home allowance
Early finish Fridays
Enhanced sick pay
Health insurance
Dental coverage
Mental health platform access
Compassionate leave
Company shutdown periods
Buy or sell annual leave
Enhanced maternity leave
Salary sacrifice
Annual pay rises
Annual bonus
Share options
Teambuilding days
Company wide holidays/offsites
L&D budget
Employee discounts
Skilled worker visas
Location
95%
Employees are very happy with their working location freedom
Hours
81%
Employees are very happy with the flexibility in the hours they work
Benefits
72%
Employees are largely happy with the benefits their company offers
Work-life balance
73%
Employees feel that they can switch off quite easily from work
Role modelling
84%
Employees feel that flexible working is part of the culture
Autonomy
83%
Employees feel they have complete autonomy over getting their work done

Additional employee ratings
(these do not contribute to the FlexScoreยฎ)

Diversity
57%
Employees feel like the diversity is ok and there are some efforts to improve
Inclusion
72%
Employees feel that the culture supports equity and inclusivity well
Culture
76%
Employees enjoy the working environment
Mission
74%
Employees feel quite excited about the company mission
Salary
69%
Employees feel that their salary is good and matches the value they bring

Working at Laka

Company employees

60

Gender diversity (male:female)

68:32

Office locations

London, Bristol & Amsterdam

Hiring Countries

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024

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