Laka

Customer Success Specialist, Dutch and English Speaker

Laka

full-time

Posted on:

Origin:  • 🇳🇱 Netherlands

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Job Level

Mid-LevelSenior

Tech Stack

Swift

About the role

  • Laka: founded 2017 to transform bicycle insurance by connecting cyclists into a collective that fairly shares costs
  • Customer Experience (CX) sits at the heart of Laka and supports members when things go wrong
  • Be first point of contact for general and claim-related enquiries
  • Support customers and potential customers with product and service questions via web chat and email
  • Help members file claims and guide through repair or replacement, coordinating with third parties (shops, manufacturers, distributors)
  • Collaborate with CX teams across the UK and NL to provide a swift, seamless member experience
  • Collate member feedback and produce actionable intelligence to support decision making across the business
  • Work in squad-based projects with Marketing, Product, and Technology teams

Requirements

  • Super strong empathy for cyclists and situations like theft, damage or injury while cycling
  • Strong technical knowledge of bicycles and understanding of various cycling cultures
  • Satisfaction from helping people through difficult situations and willingness to go the extra mile
  • Enjoy learning, collaborating with teammates, and contributing to Laka's future
  • Fast learner able to get up to speed with common tools (training provided)
  • Excellent written communication in (native) Dutch & English; comfortable chatting with members
  • Must currently have the right to work in the UK or the Netherlands; no visa sponsorship available