Customer Success Specialist, Laka
Dutch and English Speaking
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More information about location
Collective Cover for Cyclists
Open for applications
Collective Cover for Cyclists
101-200 employees
Open for applications
+ share options
More information about location
101-200 employees
Company mission
We exist to rewrite the rules of insurance so it’s something people stand with, not against. That’s why we’re building a collective that gets stronger as it grows, covering each other as we fight against the broken and archaic in the pursuit of better.
Role
Who you are
- 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
- 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 support your knowledge on all things bike parts, too. Of course it is great if you already have previous insurance experience, "WFT" (insurance) certificates or experience as a bike mechanic. We can work together on completing your skill set
- Before you apply, please make sure that you currently have the right to work in the UK (we're really sorry, but we're not able to provide visa sponsorship for this role)
What the job involves
- 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
- 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)
Our take
Unlike the typical insurance models, Laka's model requires customers to only pay for the true cost of cover. At the end of each month, the cost of any claims is split fairly between customers, with the individual’s maximum premium capped at the market rate.
If there is no claim, the premium that month is zero. Laka is already much-better aligned with customers, because of the fact that fewer claims mean lower costs for the entire Laka customer base. Laka makes money by adding 25% when a claim is made, so the company doesn't make money unless they're adding value.
The company effectively offers a profit share to its customers, encouraging improved behaviour as they stand to benefit from taking better care. The test for Laka to build a huge business will be moving this model out of bike insurance and into other verticals - particularly e-mobility, which it hopes to do with its new funding chest.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
80% employee growth in 12 months
Company
Company benefits
- Flexible & remote working
- Competitive pay and share options
- Professional development fund
- Employee mental health support through Spill
- Awesome company offsites
- Dog friendly office
- Weekly online all hands meetings
- Team lunch on us weekly
Company values
- Progress - To learning. Inventing. Then reinventing, all in the pursuit of better
- Originality - To being the first to step outside the lines and refusing to step back in.
- The Pack - To standing behind each other, putting people before policy.
- Difference - To fit in and around each other and every member of our collective in infinite ways.
- Equality - To never closing the door on anyone that comes our way.
Company HQ
Whitechapel, London, UK
Articles
Leadership
Jens Hartwig
(CPO)Previously worked for a startup incubator that specialises in InsurTech companies, most recently as COO
Ben Allen
(CTO)15+ years development experience, most recently as Head of Engineering for Advance Global Capital
Tobias Taupitz
(CEO)Background in finance, having worked for both KPMG and Barclays before starting Laka
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