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 Agent to initiate and elevate our customer experience, while championing the flourishing community of family cyclists in UK, Germany, Austria, and Spain.

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, Austria, and Spain.

Tasks

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 speaking to our members via phone, live chat, ‘Whats App’ and email in German and English. Answering their queries on exchanging, payments, delivery, and mechanical queries. You’ll also be speaking to prospective members, helping guide them to the right bike for their child, understand Bike Club and answer any other questions they might have about our service.

We’re looking for someone who will thrive in a fast-paced environment where two days are never the same. You will be in contact with our customers and you will be one of the first persons understand if we need to improve our systems, way of working or if there is opportunity to upgrade our proposition. It is key that you feed your team and managers with structured feedback so we have the ability to improve on a daily basis.

Key Responsibilities

• Responding to all member queries across multiple platforms – emails, live chat, ‘Whats App’ and outbound, scheduled calls.
• Applying excellent communication skills to provide clear and concise information
• Solution focused- Helping members to resolve issues from the first touch point where possible.
• Product knowledge- get to know all the details of the bicycles we offer at Bike Club.
• Cross-functional team collaboration- we enjoy working together. We expect you to collaborate with multi-functional teams in operations, warehouse, marketing and others!

Requirements

• You enjoy working on multiple tasks at the same time whilst thinking on your feet to create solutions.
• Have a deep level of empathy who strives to go above and beyond to make people happy.
• 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.
• Being able to communicate fluently in English and German (verbally and written) is a must.
• We need a real team player here, someone who's got their ducks in a row, dependable, and knows their way around IT tools like Salesforce.
• At least 1-year real life experience in comparable customer support role

Benefits

26 days annual leave plus bank holidays, with additional days accrued for each year worked

Enhanced Maternity and Paternity Leave

£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!