Customer Support Executive, Bike Club
German Speaker
Office located in City of London, London
Bike subscription service
Be an early applicant
Bike subscription service
21-100 employees
Be an early applicant
Office located in City of London, London
21-100 employees
Company mission
To inspire the next generation to fall in love with cycling.
Role
Who you are
- We’re looking for someone who thrives in a fast-paced, ever-changing environment
- Fluency in both English and German, with strong written and verbal communication skills (a must)
- Genuinely care about offering the highest level of customer support
- Previous experience with CRM tools, preferably Salesforce
- Strong problem-solving skills, coupled with a natural curiosity and a desire to learn
- A high level of empathy and a commitment to exceeding customer expectations
- You actively seek out feedback to help yourself grow and improve
- Love the dynamic of a team environment but are just as comfortable working independently
- You can remain positive when the going gets tough and working under pressure
- A dependable, organised, and dedicated team player
- At least 1 year of real-life experience in a similar customer support role
What the job involves
- We pride ourselves on being a customer-centric company, where our members are at the heart of what we do
- That means our Customer Service Team plays a key role in helping support and grow our community, ensuring that we provide an excellent level of service with every interaction
- You’ll be providing exceptional customer support to Bike Club members through various channels, including email, live chat, phone and social media (in English and German)
- Every day is different at Bike Club, but you can expect things like answering member queries on exchanges, payments, delivery, or mechanical issues
- You’ll also help prospective members with offering them guidance on choosing the right bike for their child, understanding Bike Club and answering any other questions they might have about our service
- As a key point of contact for our members, you’ll be among the first to identify opportunities to improve our systems, processes, or product offerings
- It’s crucial that you provide your team and manager with clear, actionable feedback to support continuous improvement every day
- Handle member queries across multiple channels, including emails, live chat, telephone, and social media
- Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members
- Act as the voice of the customer by gathering feedback and sharing insights with your team
- Communicate clearly and effectively, ensuring information is always shared clearly and concisely
- Demonstrate a solution focused approach by resolving issues on the first contact whenever possible
Application process
- We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club
- Join us, and let’s embark on this trailblazing journey together!
- If you don't meet all the qualifications but are passionate about this role, we encourage you to apply; you may be exactly who we're looking for!
Salary benchmarks
Our take
While the bike hire market provides adults around the world with a wide variety of options, children have been almost exclusively left out of the equation. The Bike Club is disrupting the bike subscription space by offering a range of children’s bikes and scooters in addition to adult bikes, to make long-term bike hire a family affair.
The monthly subscription fee is already more affordable than other bike subscriptions in the space, and also has a variety of options, from the choice of used/new equipment to bike size and type. One major benefit for parents is no longer having to purchase a new bike or scooter as children outgrow them.
A key result of the B Corp Certified company’s circular economy is that fewer bikes need to be produced each year, meaning each of its bikes saves 336kg of CO2 compared to an owned bike. With over 55,000 active members across the UK and Germany as well as substantial funding, the Bike Club is well set to see continued growth and is looking toward expansion into France.
Freddie
Company Specialist at Welcome to the Jungle
Insights
62% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$21.2m
SERIES B
Sep 2020
$7.2m
EARLY VC
Total funding: $29.2m
Company benefits
- 26 days annual leave plus bank holidays. Additional days holiday for every year worked
- Company sick pay
- 3% Pension contributions
- Central London office
- Flexible working
- Regular social events during office hours
- £30/month discount towards Bike Club subscription and products
- Cyclescheme
- Nursery Benefit
Company HQ
Fulham, London, UK
Articles
Leadership
James Symes
(CEO)They have held various positions at both TheCityUK (Associate Director & Member of UK Policy Group) and KPMG (Associate Director & Special Advisor).
Alexandra Rico-Lloyd
(Advisor)Has served in a variety of roles at the company, including COO & Managing Director, before transitioning into their current role. Currently working with Active Partners.
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