Summer Intern - Customer Success Specialist (Dutch and English Speaking)

Laka

7d•Hybrid

About The Position

Laka is transforming insurance by connecting passionate cyclists to form a collective, protecting their bikes with a people-first model. Founded in 2017, Laka aims to rewrite the rules of insurance, making it something people stand with, not against. The company has raised £31m, launched in 10 countries, and is recognized as the 'Best Cycle Insurance Provider' for the past 8 years. Laka is growing rapidly and seeking innovative individuals to help build the world's best insurance company. The Customer Experience (CX) team is central to Laka's mission of supporting people when issues arise. This role is a key part of the CX team, focused on providing excellent customer experiences to support Laka's international growth. The team currently consists of 11 members, and this role will be the first point of contact for general and claim-related inquiries.

Requirements

Fluency in English and Dutch.
Strong empathy for cyclists and understanding of the impact of bike theft, damage, or personal injury.
A good understanding of technical cycling terms.
Deriving satisfaction from helping people through difficult situations.
Ability to go the extra mile to make a member's day.
Eagerness to learn new things and work with a supportive team.
Fast learner, capable of quickly mastering common tools (training will be provided).
Comfortable communicating with members, with excellent written communication skills in native Dutch and English.
Passion for cycling is highly beneficial.
Must have the right to work in the UK (visa sponsorship is not provided).

Nice To Haves

Previous insurance experience.
WFT (insurance) certificates.
Experience as a bike mechanic.

Responsibilities

Supporting Laka customers and potential customers with general questions about Laka's products & services, their bicycle insurance, and new initiatives via web chat and email.
Assisting Laka members in filing claims and guiding them through the process of replacing or repairing their bikes and kit, either directly with Laka or by coordinating with third-parties.
Serving as the first point of contact for B2B partners, supporting them in getting their riders back on the road.
Collaborating closely with the CX team across the UK and NL to ensure a convenient, swift, and seamless experience for members.
Collecting ongoing feedback from the collective and producing actionable insights to support decision-making within the CX team and other departments at Laka.
Participating in squad-based work to continuously improve Laka, potentially working on projects with the Marketing, Product, or Technology teams.

Benefits

Remote-first working environment with the choice to work from home or London/Bristol offices.
Share options granted upon joining.
Company bonus scheme (5% of base salary annually if company targets are met).
25 days of annual leave plus bank holidays, with the option to roll over up to 5 days.
Pension scheme with Laka contributing 3% of base salary.
Private medical insurance with the option to add partners and dependants.
Home set-up allowance of £200 for home working equipment.
£15 lunch allowance on the first Wednesday of each month.
Company-wide events for team building and bonding.
Monthly social activities budget for each office.
Laka branded clothing (jumper & t-shirts).
£10 monthly credit towards insuring bikes with Laka, plus access to cycling industry discounts.
Unlimited mental health support via Spill, including one-to-one therapy sessions.