Customer Support Executive , Bike Club
£28k
Bike subscription service
Job no longer available
Bike subscription service
21-100 employees
Job no longer available
£28k
21-100 employees
Company mission
To inspire the next generation to fall in love with cycling.
Role
Who you are
- Passionate about cycling, sustainability, and operational excellence
- We’re looking for someone who will thrive in a fast-paced environment where two days are never the same
- You enjoy working on multiple tasks at the same time whilst thinking on your feet to create solutions
- Have a deep level of empathy who strives to go above and beyond to make people happy
- You’re a genuine honest person, who actively seeks 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
- When multi-tasking, you still take pride in your work ensuring that that quality of work does not suffer
- Being able to communicate fluently in English is a must. If you have German and/or Spanish langue skills that is a big plus
- We need a real team player here, someone who's got their ducks in a row, dependable, and knows their way around IT tools like Salesforce
- At least 1-year real life experience in comparable customer support role
What the job involves
- Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Support Agent to initiate and elevate our customer experience, while championing the flourishing community of family cyclists in UK, Germany, Austria, and Spain
- Located in our London HQ, the Customer Support Executive will play an important role in Bike Club’s sustained success and customer happiness
- 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 speaking to our members via phone, live chat, ‘WhatsApp’ and email. Answering their queries on exchanging, payments, delivery, and mechanical queries
- You’ll also be speaking to prospective members, helping guide them to the right bike for their child, understand Bike Club and answer any other questions they might have about our service
- You will be in contact with our customers and you will be one of the first persons understand if we need to improve our systems, way of working or if there is opportunity to upgrade our proposition
- It is key that you feed your team and managers with structured feedback so we have the ability to improve on a daily basis
- Responding to all member queries across multiple platforms – emails, live chat, ‘WhatsApp’ and outbound, scheduled calls
- Applying excellent communication skills to provide clear and concise information
- Solution focused- Helping members to resolve issues from the first touch point where possible
- Product knowledge- get to know all the details of the bicycles we offer at Bike Club
- Cross-functional team collaboration- we enjoy working together. We expect you to collaborate with multi-functional teams in operations, warehouse, marketing and others!
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
$22.8m
SERIES B
Sep 2020
$7.8m
EARLY VC
Total funding: $31.4m
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
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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