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Customer Experience Specialist

4 weeks ago

London, Greater London, United Kingdom Laka Full time

About the Role

We're seeking a highly empathetic and knowledgeable Customer Experience Specialist to join our team at Laka. As a key member of our Customer Experience team, you'll be the first point of contact for our customers and potential customers, providing exceptional support and guidance on our products and services.

Key Responsibilities

  • Support customers with general questions about Laka's products and services, as well as claims-related inquiries via web chat and email.
  • Guide customers through the process of filing claims and replacing or repairing their bikes and kit, either directly with us or by coordinating with third-party vendors.
  • Be the primary point of contact for our B2B partners, supporting them to get their riders back on the road.
  • Collaborate with the CX team across the UK and NL to provide a seamless experience to our members.
  • Collect feedback from the collective and produce actionable insights to support decision-making within the CX team and other departments.

Requirements

To be successful in this role, you'll need a strong understanding of cycling and its community, as well as excellent communication skills in both English and Dutch. You'll also need to be comfortable working with a variety of tools and systems, and be able to learn quickly. If you're passionate about cycling and providing exceptional customer experiences, we'd love to hear from you.

What We Offer

As a Customer Experience Specialist at Laka, you'll enjoy a range of benefits, including a remote-first work environment, share options, a company bonus scheme, and a pension scheme. You'll also have access to private medical insurance, a home set-up allowance, and regular company-wide events and social activities.