Customer Success Specialist, Laka

French Speaker

Salary not provided

Offers share options + Company bonus scheme

Junior and Mid level

Amsterdam

London

Paris

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

Offers share options + Company bonus scheme

Junior and Mid level

Amsterdam

London

Paris

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 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

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

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

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