Summer Intern – Customer Success Specialist, Dutch, English

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• 🤘🏼 The position of **Customer Experience (CX) at Laka**

• The CX team is central to Laka's mission - we exist to support individuals during challenging times, and our CX function is where this transformation occurs.

• As an essential member of our Customer Experience team, providing an exceptional customer experience is crucial for our plans to expand the Laka brand globally. You will be the first point of contact for general inquiries and claims-related questions, working within a dedicated team of 11 talented professionals.

• **Your responsibilities will include:**

• - Assisting Laka customers and potential clients with general inquiries about our products and services, bicycle insurance, and new initiatives through web chat and email.

• - Helping Laka members submit their claims and guiding them through the process of replacing or repairing their bikes and equipment, either directly or by coordinating with third parties (stores, manufacturers, distributors, etc.).

• - Acting as the initial contact for our B2B partners, aiding them in getting their riders back on the road.

• - Collaborating closely with the CX team in both the UK and NL to ensure a convenient, prompt, and seamless experience for our members.

• - Continuously gathering feedback from the collective and generating actionable insights to inform decision-making within the CX team and across Laka.

• - Engaging in squad-based projects aimed at enhancing Laka’s offerings (you may find yourself working on exciting initiatives alongside the Marketing, Product, or Technology teams).

⛳️ Requirements

• 👉🏻 This position will be a perfect match if you:

• - Are proficient in both English and French!

• - Possess a strong sense of empathy for cyclists and understand the implications of losing, damaging, or suffering injuries while cycling.

• - Have a solid grasp of technical cycling terms (we can help you familiarize yourself with the latest bike technologies) to effectively assist customers with any inquiries they may have.

• - Derive satisfaction from helping individuals during tough times (losing a bike is challenging, as you know) and understand the importance of going the extra mile to brighten a member’s day.

• - Enjoy acquiring new knowledge, collaborating with a wonderful team, and contributing significantly to the future of Laka!

• - Are a quick learner who can adapt to various tools - we utilize multiple systems at Laka, but don’t worry, we will provide all necessary training.

• - Are comfortable communicating with our members and have excellent written communication skills in both (native) Dutch and English.

• It’s clear that having a passion for cycling is beneficial when joining Laka. No need to worry about insurance knowledge - we can teach you the fundamentals of insurance and support your understanding of bike components as well. Previous insurance experience, "WFT" (insurance) certificates, or experience as a bike mechanic is advantageous, and we can assist you in enhancing your skill set.

• Before applying, please ensure you have the right to work in the UK (we regret that we cannot offer visa sponsorship for this role).

🏝️ Benefits

• 🌟 What can you expect from working at Laka?

• 🏠 A remote-first working environment - you have the flexibility to work from home or our beautiful offices in London & Bristol (there's no minimum requirement for office attendance, though we’d love to see you in person!).

• 📈 Share options - we want to reward you for Laka's success, and all employees receive share options upon joining.

• 💰 Company bonus scheme - if the company meets its targets, you will receive a cash bonus of 5% of your base salary annually.

• 🌴 Annual leave - enjoy 25 days of holiday (plus bank holidays), with the option to carry over up to 5 days each year.

• 💶 Pension scheme - Laka contributes 3% of your base salary into your pension to support your future savings.

• 💊 Private medical insurance - you will receive individual private coverage, with the option to include partners and dependents (at a minor cost).

• 🖥 Home set-up allowance - in addition to choosing your preferred equipment (MacBook or Windows laptop, plus additional items like monitors, keyboards, etc.), we provide a one-time budget of £200 for any other items you may need to create a comfortable home working environment.

• 🍽 A monthly lunch allowance of £15 on the first Wednesday of every month to enjoy a meal on Laka - whether you dine locally with colleagues or order in at home, the choice is yours.

• 💃 Company-wide events - we prioritize bringing everyone together whenever possible, with regular events throughout the year for team building, bonding, and just plain fun!

• 🎳 Monthly social activities - in addition to quarterly company events, each office has a budget for monthly social activities (ranging from casual dinners and drinks to adventure golf, paddleboarding, bowling, electric darts, trampoline parks, and more!).

• 👚 Laka merchandise - we provide you with some great Laka gear to kickstart your journey, including a jumper and t-shirts, so you can feel (and look) like part of the family.

• 🚴 Laka credit - for cycling enthusiasts, we offer £10 credit each month towards insuring your bike(s) with us and access to various cycling industry discounts.

• 🧠 Mental health support - unlimited access to Spill, including one-on-one therapy sessions.

• **🌈 Commitment to Belonging at Laka**

• We are dedicated to creating and maintaining a business that fosters diversity, equity, inclusion, and belonging - our customer collective is diverse and inclusive, and we aspire for our workforce to reflect that as well. We are rapidly becoming a global community, and we believe that celebrating each individual’s unique qualities significantly contributes to making Laka an exceptional place to work. We encourage you to bring your authentic self to work every day, regardless of your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caregiving responsibilities, neurodiversity, or any other aspect of your identity. *If you would like to request reasonable adjustments during our application or assessment process, please contact us at **support@laka.co.uk*.