Customer Success Specialist, Laka

Salary not provided

Junior and Mid level

London

More information about location

Collective Cover for Cyclists

Job no longer available

Collective Cover for Cyclists

101-200 employees

FintechB2CTransportInsuranceFinancial ServicesSaaS

Job no longer available

Salary not provided

Junior and Mid level

London

More information about location

101-200 employees

FintechB2CTransportInsuranceFinancial ServicesSaaS

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.

Job

Company

Role

Who you are

Have strong empathy for cyclists and a good understanding of technical terms in cycling (we can bring you up to speed with the latest bike tech)
Understand what it looks like 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)
Be comfortable chatting with our members and show excellent English verbal & written communication skills
Have a good understanding of (or the ability to quickly learn) tools such as Google Suite (Sheets, etc), Slack, Notion, and other in-house applications

What the job involves

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 10 superstars), you'll be the first point of contact for general 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 manage and develop various automations, to ensure that enquiries are dealt with efficiently and accurately
Collaborate with claims handlers, to ensure the best possible outcomes for customers
Work closely with the other members of the CX & Claims team to provide a convenient, swift and seamless experience for our customers
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 project-based work, with the goal to continue to make Laka the best it can be (you might find yourself working on exciting topics with the Marketing, Product or Technology teams)

Salary benchmarks

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

33% female employees

80% employee growth in 12 months

Glassdoor (4.8)

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 HQ

Whitechapel, London, UK

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

Share this job

View 1 more job at Laka