Customer Success Specialist, Laka
German and English Speaking
+ 📈 Share options & 💰 Company bonus scheme
Collective cover for cyclists
Be an early applicant
Collective cover for cyclists
101-200 employees
Be an early applicant
+ 📈 Share options & 💰 Company bonus scheme
101-200 employees
Company mission
To rewrite the rules of insurance so it's something people stand with, not against.
Role
Who you are
- For this role you will need to speak English and German and have technical bike knowledge!
- We require that you speak English and German
- 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) German & 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. 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
More and more people are switching to bikes, eBikes, and scooters for their everyday travel, yet insurance hasn't quite kept up. Traditional insurance can be quite expensive, unclear, and not designed for how people actually use these vehicles. Riders often face high excess fees, complicated claims, and limited support if their bike is stolen or damaged. At the same time, the fast-growing "green mobility" market is still pretty fragmented, making it harder to find simple, reliable coverage.
Laka is trying to fix this with a different approach to insurance, so, instead of charging fixed premiums, it uses a collective model where customers only pay for the actual cost of claims each month, making pricing fairer. Alongside offering coverage, it works closely with brands and retailers, integrating its insurance directly into the buying experience.
Recently, the company raised some serious funding, which will be used to support its growth across Europe and to explore acquisitions. Already operating in multiple countries, the company is aiming to become a leading insurer in the fast-growing micromobility space. With strong partnerships and a focus on fairness and sustainability, Laka is in a great position to expand further and shape how insurance works for green forms of transport in the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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
London, UK
Leadership
Jens Hartwig
(Co-Founder & COO)Prior to co-founding Laka in 2016, Jens was the COO for a startup incubator that specialised in InsurTech companies.
Ben Allen
(Co-Founder & CTO)Ben has over 15 years of development experience, most recently as the Head of Engineering for Advance Global Capital
Tobias Taupitz
(Co-Founder & CEO)Tobias has a background in Finance, having worked for both KPMG and Barclays before Laka.
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