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Customer Success Specialist Intern – Laka (Bristol)
Role Overview
Are you passionate about cycling and committed to providing exceptional customer support? Laka, a collective-based cycle insurance provider, is seeking a Customer Success Specialist Intern to join its customer experience (CX) team in Bristol. As the front-line ambassador for Laka, you will handle inquiries, guide members through claims, assist commercial B2B partners, and gather insights to help reshape the cycling insurance landscape.
Key Responsibilities
- Customer Support & Inquiry Resolution: Serve as the first point of contact for current and prospective members via email and live web chat.
- Claims Guidance & Support: Guide members through the process of repairing or replacing stolen or damaged bikes, coordinating directly with bike shops, manufacturers, and distributors.
- B2B Partner Assistance: Assist commercial partners to resolve rider issues quickly and get cyclists back on the road.
- Feedback Collection & Squad Collaboration: Gather member feedback to produce actionable data for internal teams, participating in cross-functional projects with marketing, product, and tech squads.
- International Communication: Work across UK and international operations to deliver seamless, empathetic customer support.
Candidate Profile & Qualifications
- Language Proficiency: Strong written communication skills in English and French (native or fluent Dutch is also highlighted as beneficial for cross-border support).
- Cycling Passion & Empathy: A genuine empathy for cyclists who have experienced theft, damage, or injury, paired with a solid grasp of cycling jargon and technical bike terms.
- Technical Adaptability: Quick learner capable of mastering internal customer service systems, databases, and digital tools (full training provided).
- Right to Work: Must hold existing authorization to work in the UK (visa sponsorship is not available for this role).
- Bonus Qualifications: Prior experience in insurance, WFT certificates, or work as a bike mechanic is advantageous but not required.
About Us
Founded in 2017, Laka is an award-winning, B Corp-aligned insurance provider that operates a collective, cost-sharing model for bicycle insurance. Named Best Cycle Insurance Provider for eight consecutive years, Laka covers everyday commuters, elite athletes, and professional racing teams across multiple European markets. Laka promotes a remote-first, inclusive workplace culture where team members are supported with comprehensive wellness perks, equipment stipends, and professional growth.
Website Link: https://laka.co/gb
Benefits of This Role
- Flexible Work Culture: Remote-first working model with access to modern offices in Bristol and London (no mandatory minimum office days).
- Financial Perks & Equity: Share options granted upon joining, a company bonus scheme (up to 5% of base salary based on company targets), and a 3% pension contribution.
- Equipment & Home Setup: Choice of MacBook or Windows laptop plus a £200 home office setup allowance.
- Time Off & Health: 25 days of annual leave (plus bank holidays with rollover options), private medical insurance, and unlimited mental health support via Spill (including 1-on-1 therapy).
- Socials & Cycling Perks: Monthly £15 lunch stipend, monthly local team socials, annual company events, £10/month Laka insurance credit, industry discounts, and branded merchandise.
Salary Insight
- Pay Structure: Internships at Laka offer a competitive base salary (aligned with living wage standards for UK entry/internship roles) alongside the 5% performance bonus, share options, and £200 home setup allowance.
Career Guide Tips for Aspiring Customer Success Specialists
- Develop Deep Product Knowledge: Take time to understand bike anatomy, e-bike mechanics, and common cycling gear—this builds immediate trust with passionate cycling customers.
- Master De-escalation & Empathy: When a customer’s bike is stolen or damaged, they are often stressed. Focusing on active listening and proactive problem-solving turns a bad experience into brand loyalty.
- Learn Cross-Functional Analytics: Pay attention to common customer pain points and learn how to present that feedback to product and technology teams to drive platform improvements.
How to Prepare a CV for This Position
- Highlight Language Capabilities: Explicitly feature your proficiency levels in English and French (and Dutch, if applicable) at the top of your resume.
- Showcase Cycling Experience or Passion: Mention any experience working in bike shops, community cycling groups, or personal enthusiasm for cycling culture.
- Detail Customer-Facing Experience: Emphasize previous roles or internships where you managed live chat, email ticketing systems, or resolved customer disputes.
How to Prepare for an Interview
- Understand Laka’s Collective Model: Familiarize yourself with how Laka’s cost-sharing insurance model differs from traditional fixed-premium insurance companies.
- Demonstrate Empathetic Problem-Solving: Be ready to share examples of how you have gone the extra mile to assist someone dealing with a stressful setback.
- Highlight Language Fluency: Be prepared to conduct parts of your interview conversation or complete a written task in French and English.
Potential Interview Questions
- Empathy & Customer Care: “How would you handle a message from a customer who has just had their primary commute bike stolen right before a busy work week?”
- Translating Technical Terms: “How comfortable are you explaining technical bike repair terms or insurance coverage steps to a customer who might be new to cycling?”
- Prioritization & Multitasking: “How do you organize your inbox or live chat queue when multiple urgent claim requests come in at the same time?”
How to Apply
To apply for the Customer Success Specialist Intern role at Laka:
- Visit the official Laka Careers page or partner job platforms.
- Search for “Customer Success Specialist Intern – Bristol”.
- Complete the online application and attach your CV (ensuring your language proficiencies and right-to-work status in the UK are clearly stated).
(Note: Applicants requiring reasonable adjustments during the application process can contact support@laka.co.uk.)
Disclaimer
This document is an independent summary prepared for career guidance and informational purposes. Specific salary figures, shift arrangements, benefit eligibility, and job requirements are managed directly by Laka and may be updated. Please consult the official Laka recruitment page for current application details.