Customer Success Specialist (Dutch and English speaking)

👋🏻 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Help us continue to change an outdated industry...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