Managing CRM platforms and proposing customer - focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
About the role
- Customer Success Specialist providing support for bicycle insurance and services via email and web chat. Collaborating with the CX team to enhance customer experience across the UK and NL.
Responsibilities
- 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)
Requirements
- We require that you speak English and French/Dutch/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) Dutch & English
- 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.
- Before you apply, please make sure that you currently have the right to work in the UK (we're really sorry, but we're not able to provide visa sponsorship for this role).
Benefits
- Remote-first way of working - you choose whether you work from home or our beautiful offices in London & Bristol (we have no minimum expectation of how many days you come in, although we'd love to see your friendly face!)
- Share options - we want you to be rewarded for Laka's success - everyone in the business is granted share options when they join
- Company bonus scheme - if the company hits its targets, you'll get a cash bonus of 5% of your base salary annually
- Annual leave - 25 days holiday (plus bank holidays), with the option to roll over up to 5 days per year
- Pension scheme - Laka pays 3% of your base salary into your pension to help you save for the future
- Private medical insurance - we’ll give you individual private cover, with the option to add partners & dependants too (at a small cost)
- Lunch on us - £15 every first Wednesday of the month to enjoy lunch on Laka - pop out locally with people in the office, or order-in at home, the choice is yours
- Company-wide events - we love getting everyone together as much as possible - expect regular events throughout the year, for team building, bonding, and general good old-fashioned fun!
- Monthly socials - as if quarterly company events weren't enough, we also give each office a budget for a monthly social activity (think anything from low-key dinner & drinks through to adventure golf, paddleboarding, bowling, electric darts, trampoline parks and more!)
- Laka swag - we'll give you some lovely Laka kit to get you started, including a jumper & t-shirts so you can feel (& look) like part of the family
- Laka credit - for all you cyclists, we'll give you £10 credit per month towards insuring your bike(s) with us - plus give you access to a bunch of cycling industry discounts
- Mental health support - unlimited support via Spill, including one-to-one therapy sessions
- We're committed to building and sustaining a business that promotes diversity, equity, inclusion and belonging - our customer collective is broad and inclusive, and we'd like our own people to be too.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Customer Engagement Executive ensuring clients realize value in accounting services at 1st Formations. Engaging with small business clients to enhance satisfaction and reduce churn.
Internship role in Customer Success at Edify focusing on client relationship management and account growth. Collaborating with teams to enhance educational solutions in Rio de Janeiro.
Microsoft Success Manager at Pax8 enabling Microsoft partners to adopt AI capabilities effectively. Collaborating with partners to drive growth and build confidence with Microsoft solutions.
Senior Manager, Customer Success at Reputation managing Automotive clients. Leading team towards driving value, retention, and growth across client portfolio.
Customer Success Manager ensuring seamless transitions from sales to customer success at Recite Me. Building relationships and driving retention and revenue growth for clients across platforms.
Customer Success Analyst in São Paulo ensuring high - level client experience and operational insights. Supporting platform adoption and conducting client training with a hybrid working model.
Partner Success Specialist at Resideo managing partner accounts and supporting Outside Sales Representatives. Driving customer satisfaction and sales growth through account management and operational excellence.
CRM Specialist responsible for key CRM journeys and strategic marketing campaigns at DC Thomson. Engaging customers through data - led initiatives to enhance retention and monetisation strategies.
On - site Customer Success Manager for Rezilient making healthcare more accessible. Driving member engagement and managing partnerships with local health system in Raleigh.