The role
Customer Experience (CX) at Laka. CX are at the heart of why Laka was created. This role is part of the small dedicated CX team of 11. The first point of contact for general and claim‑related enquiries.
Responsibilities
* Support Laka customers and potential customers with general questions about Laka’s products and services, bicycle insurance and new initiatives via web chat and email.
* Help members file 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.
* Be the first point of contact for B2B partners, supporting them to get their riders back on the road.
* Work closely with the CX team across the UK and NL to provide a convenient, swift and seamless experience to members.
* Collate feedback from the collective on an ongoing basis and produce actionable intelligence to support decision‑making, both in the CX team and across Laka.
* Participate in squad‑based work, collaborating on projects with Marketing, Product or Technology teams.
Requirements
* Speak English and French.
* Strong empathy for cyclists and an understanding of what it means when their bike is nicked, damaged or they’re injured.
* Basic understanding of technical terms in cycling; willing to learn new bike technology.
* Satisfaction from helping people through a rough patch and a willingness to go the extra mile.
* Enjoy learning new things, working with a supportive team, and playing a part in Laka’s future.
* Fast learner, comfortable with common tools; training will be provided.
* Excellent written communication in Dutch and English.
* Right to work in the UK. Visa sponsorship not offered.
Benefits
* Remote‑first work; choose to work from home or offices in London & Bristol.
* Share options granted to all employees.
* Company bonus scheme: 5% of base salary annually if targets are met.
* Annual leave: 25 days holiday plus bank holidays, with possibility to roll over up to 5 days per year.
* Pension scheme: Laka contributes 3% of base salary.
* Private medical insurance with options to add partners and dependants.
* Home set‑up allowance: one‑off budget of £200 for equipment.
* Monthly lunch stipend: £15 on the first Wednesday of the month.
* Company‑wide events and monthly socials across all offices.
* Laka swag kit including jumper and t‑shirts.
* £10 monthly credit towards bicycle insurance and additional cycling discounts.
* Mental health support via Spill with unlimited therapy sessions.
Belonging at Laka
We are committed to diversity, equity, inclusion and belonging. Our team embraces people of all ages, ethnicities, religions, citizenships, genders, sexual orientations, disabilities, neurodiversity, caring responsibilities and more. Bring your authentic self to work every day. If you need a reasonable adjustment as part of the hiring process, please let us know by emailing support@laka.co.uk.
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