Laka

Customer Success Manager

• 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

Customer Success Specialist, Dutch and English Speaker