Customer Experience Specialist

4 weeks ago


Bristol, Bristol, United Kingdom Laka Full time

About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team at Laka. As a key member of our Customer Experience team, you will be responsible for providing exceptional support to our customers and potential customers through various channels, including web chat and email.

Key Responsibilities

  • Support customers with general questions about Laka's products and services, as well as their bicycle insurance and new initiatives.
  • Help customers file claims and guide them through the process of replacing or repairing their bikes and kit.
  • 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 Europe 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.

Requirements

To be successful in this role, you will need to have a strong empathy for cyclists and a decent understanding of technical terms in cycling. You will also need to be comfortable chatting with our members and have excellent written communication skills in multiple European languages.

What We Offer

We offer a range of benefits, including a remote-first way of working, share options, a company bonus scheme, and private medical insurance. We also have a pension scheme, home set-up allowance, and lunch on us. Our company-wide events and monthly socials are a great way to bond with your colleagues and have fun.

About Laka

Laka is a global community of people who are passionate about cycling and committed to building a business that promotes diversity, equity, inclusion, and belonging. We believe in celebrating each person's unique qualities and creating a workplace where everyone feels valued and respected.



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