Remote Summer Intern - Customer Success Specialist; Dutch and English Speaking

Position: Remote Summer Intern - Customer Success Specialist (Dutch and English Speaking)
Founded in 2017, Laka set out to transform insurance by connecting passionate cyclists to form a collective and protect their bikes for when things go wrong - a better model for insurance was born. For once people come first in insurance by fairly sharing the cost amongst each other. We exist to rewrite the rules of insurance so it’s something people stand with, not against.
Laka makes sure everything runs smoothly for The Collective - from exceptionally fast claims, splitting the cost fairly, guaranteeing a maximum price and all the other heavy lifting of a regulated insurance business. For that service, the collective pays Laka a fee relative to the claims in a month.
Launched Laka in a total of 10 countries, essentially helping more people in more places!
Supporting riders from everyday commuters to elite athletes and pro teams
Partnering with leading leading cycling brands and retailers across Europe
Help us continue to change an outdated industry...
We’re looking for innovative, bold and brave minds to help us build the world’s best insurance company.

Customer Experience (CX) at Laka
You'll be a key part of our Customer Experience team. Providing a great customer experience is the most important part of our plans to grow the Laka brand internationally. As part of a small, dedicated function (we currently have a team of 11 superstars), you'll be the first point of contact for general and claim-related enquiries.

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
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)
Speak English and French!
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
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

Don't worry about any insurance knowledge - we can teach you the ins-and-outs of insurance and support your knowledge on all things bike parts, too. Of course it is great if you already have previous insurance experience, "WFT" (insurance) certificates or experience as a bike mechanic. 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!)
Company bonus scheme - if the company hits its targets, you'll get a cash bonus of 5% of your base salary annually
Annual…