Customer Support Specialist (Dutch speaking)

Website Laka

Title: Customer Support Specialist (Dutch speaking

Job Location: Anywhere in UK OR Bristol and London 

Salary: £25,000 plus equity 

How to apply: https://apply.workable.com/laka/j/9CB2CD184A/

Description 

We exist to rewrite the rules of insurance so it’s something people stand with, not against. 

Our story began in 2017 when we set out to transform bicycle insurance by connecting passionate cyclists all over the UK to form a collective and protect their bikes. A better model for insurance was born. 

Fast forward to today and we’ve:

  • Been awarded Best Cycle Insurance Provider (for 3 years in a row) 
  • Expanded to commercial business and quickly become leaders in last-mile insurance
  • Launched into new territories and now rolling-out across Europe 
  • Captured the enthusiast cyclist market and expanded across all cycling segments
  • Opened offices in London, Bristol, Amsterdam and have enabled remote working for our teams 

Help us change an outdated industry… 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. 

About the role 

You will be an integral part of our Community team. Providing a great customer experience is the most important part of our plans to grow the Laka brand in the UK and beyond. As part of a small dedicated team, you will be the first point of contact for general and claim-related enquiries. 

As a Customer Support Specialist (Bike Guru) you will: 

  • Help Laka members to file their claims and guide them through the process of replacing or repairing their bikes and gear either directly with us or by coordinating with third-parties
  • Support Laka members with general questions around Laka, their bicycle insurance, and new initiatives via webchat and email 
  • Constantly prioritise work to deliver a swift, convenient and seamless experience to our members 
  • Collate feedback from the community on an ongoing basis and produce actionable reports to make Laka better every day 
  • Dive into our quarterly squads (you might find yourself working on exciting projects in Marketing or the Dev side of Laka)

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

Requirements 

As a Customer Support Specialist you will: 

  • Support Laka members with general questions around Laka, 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 gear, either directly with us or by coordinating with third-parties (shops, manufacturers, distributors etc) 
  • Support all internal work streams and take ownership of the asks of our customers and settling their claims 
  • Be the first point of contact for our B2B partners in the cycling ecosystem
  • Constantly prioritise work to deliver a swift, convenient and seamless experience to our members 
  • Collate feedback from the collective on an ongoing basis and produce actionable reports to make Laka better every day 

To succeed in this role you will need to: 

  • Understand when it makes sense 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) 
  • Strong empathy for cyclists and understanding of technical terms in cycling (we can bring you up to speed with the latest bike tech) 
  • Be comfortable chatting with our members and combine a native/bi-lingual speaking and writing level in Dutch, with a high proficiency in English, to be able to collaborate with the wider team 
  • Be a fast learner and know your way around computers and common tools
  • Be fluent in Dutch and English (written and verbal) *required 

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 skill you up on all things bike parts, too. Of course it is great if you already have previous insurance experience, Wft certificates (Wft basis en Wft Schade Particulier) or experience as a bike mechanic. We will focus together on completing your skill set. 

Benefits 

At Laka, we’re passionate about building a culture that cares for our people as much as we care for our customers. We currently offer: 

  • A remote-first, flexible working environment, built on trust and autonomy
  • Share options – we wants everyone to have a stake in our success 
  • 33 days’ annual leave (inc bank holidays), plus mental health days 
  • £200 contribution to your home working set up 
  • £500 annual personal development allowance 
  • Retail discounts programme, provided through CharlieHR Perks at Work
  • £10 per month Laka credit – for all you bike enthusiasts 
  • Wellbeing and mental health support, via Spill 
  • Access to co-working office spaces, with fun social events, including paid-for weekly team lunches 

To find out more about what it’s like to work at Laka, visit our careers page here

Our collective is broad and inclusive. We continuously strive to build a diverse team from all backgrounds as we believe that varied experiences and perspectives makes the Laka collective even stronger. If you’d like to request a reasonable adjustment as part of our application or assessment process have a disability or a need that requires accommodation, please let us know by emailing support@laka.co.uk.

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