Join the Bike Club Team – Customer Support Executive
Are you passionate about cycling, sustainability, and operational excellence? Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Support Executive to initiate and elevate our customer experience, while championing the flourishing community of family cyclists in UK and Germany.
Bike Club Introduction
At Bike Club, we offer subscriptions for children's bikes that grow with your kids. Families pay a monthly fee, and when their children outgrow their bikes, we exchange them for a larger size. We refurbish the used bikes and make them available to other families. It's sustainable and hassle-free.
With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. With over $50 million in funding, we are rapidly expanding across Europe. While our headquarters is in the United Kingdom, we are also active in Germany.
About the Role
Located in our London HQ, the Customer Support Executive will play an important role in Bike Club’s sustained success and customer happiness. We pride ourselves on being a customer-centric company, where our members are at the heart of what we do. That means our Customer Service Team plays a key role in helping support and grow our community, ensuring that we provide an excellent level of service with every interaction.
You’ll be providing exceptional customer support to Bike Club members through various channels, including email, live chat, phone and social media (in English and German). Every day is different at Bike Club, but you can expect things like answering member queries on exchanges, payments, delivery, or mechanical issues. You’ll also help prospective members with offering them guidance on choosing the right bike for their child, understanding Bike Club and answering any other questions they might have about our service.
We’re looking for someone who thrives in a fast-paced, ever-changing environment. As a key point of contact for our members, you’ll be among the first to identify opportunities to improve our systems, processes, or product offerings. It’s crucial that you provide your team and manager with clear, actionable feedback to support continuous improvement every day.
Key Responsibilities
* Handle member queries across multiple channels, including emails, live chat, telephone, and social media.
* Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
* Act as the voice of the customer by gathering feedback and sharing insights with your team.
* Communicate clearly and effectively, ensuring information is always shared clearly and concisely.
* Demonstrate a solution-focused approach by resolving issues on the first contact whenever possible.
What You Bring
* Fluency in both English and German, with strong written and verbal communication skills (a must).
* Genuinely care about offering the highest level of customer support.
* Previous experience with CRM tools, preferably Salesforce.
* Strong problem-solving skills, coupled with a natural curiosity and a desire to learn.
* A high level of empathy and a commitment to exceeding customer expectations.
* You actively seek out feedback to help yourself grow and improve.
* Love the dynamic of a team environment but are just as comfortable working independently.
* You can remain positive when the going gets tough and working under pressure.
* A dependable, organised, and dedicated team player.
* At least 1 year of real-life experience in a similar customer support role.
Benefits:
* 26 days annual leave plus bank holidays, with additional days accrued for each year worked.
* Enhanced Maternity and Paternity Leave.
* Flexible working and Work From Anywhere policy in August and over the Christmas period.
* £30/month discount towards Bike Club subscription.
* Cycle scheme.
* Nursery Benefit.
Ready to take your career into a higher gear with Bike Club? We’re keen to pedal forward with you on our team!
Apply Today! We invite you to forward your CV and a cover letter expressing your enthusiasm for the core values and vision of Bike Club. Join us, and let’s embark on this trailblazing journey together!
If you don't meet all the qualifications but are passionate about this role, we encourage you to apply; you may be exactly who we're looking for!
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