Role Description Customer Experience (CX) at Laka is at the heart of why Laka was created. We exist to be there for people when things go wrong, and our CX function is where this magic takes place. You'll be a key part of our Customer Experience team, providing a great customer experience as we grow the Laka brand internationally. - Support 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 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. - Work closely with the CX team across both the UK and NL to provide a convenient, swift, and seamless experience to our members. - 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 involved in squad-based work, aiming to continue to make Laka the best it can be, potentially working on exciting projects with the Marketing, Product, or Technology teams. Qualifications - Speak English and French. - Strong empathy for cyclists and understanding of the impact of bike theft or damage. - Decent understanding of technical terms in cycling. - Satisfaction from helping people during tough times. - Enjoy learning new things and working with a team. - Fast learner with the ability to adapt to common tools. - Excellent written communication in (native) Dutch & English. - Passionate about cycling. - Previous insurance experience or "WFT" (insurance) certificates are a plus. Requirements - Right to work in the UK (no visa sponsorship available). Benefits - Remote-first way of working - choose between home or beautiful offices in London & Bristol. - Share options for all employees. - Company bonus scheme - 5% cash bonus of base salary annually if targets are met. - 25 days holiday (plus bank holidays), with the option to roll over up to 5 days per year. - Pension scheme - Laka pays 3% of your base salary into your pension. - Private medical insurance with individual cover and options for partners & dependants. - Home set-up allowance of £200 for comfortable working environment. - £15 lunch allowance every first Wednesday of the month. - Regular company-wide events for team building and fun. - Monthly socials with a budget for activities. - Laka swag including a jumper & t-shirts. - £10 monthly credit towards insuring your bike(s) with us. - Unlimited mental health support via Spill, including therapy sessions.

Role Description The Customer Success Specialist II plays a critical role in enhancing the effectiveness of the sales team by providing comprehensive support to sales representatives, managing territory-related activities, and serving as a key liaison between hospitals, field-based reps, and internal staff. This position demands a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced environment. Qualifications - High school diploma. - 3-6 years of prior customer service or related experience. - High level of accuracy with data entry and attention to detail. - Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment. - Proficient in PC-based systems and familiar with Microsoft Office applications. - Knowledge of commonly used concepts, practices, and procedures within the sales arena. - Professional demeanor in interactions with customers and colleagues. - Adept at problem-solving and capable of handling complex inquiries. - Eagerness to learn new skills and acquire knowledge relevant to the role. Requirements - Ability to regularly walk, sit, or stand as needed. - Ability to occasionally bend and push/pull as needed. - Ability to pass pre-employment background check. Company Description

• Serve as a trusted advisor for a portfolio of strategic and enterprise customers, helping them realize business value from their investment in Honeycomb. • Own the post-sales relationship for a portfolio of accounts. • Translate business goals into actionable technical strategies and align customer use cases with Honeycomb capabilities.Build and grow relationships with senior stakeholders, technical champions, and executive sponsors to drive adoption, retention, and advocacy. • Lead and continuously improve customer lifecycle programs - onboarding, business reviews, stakeholder engagement, feature adoption, and expansion.Identify repeatable success patterns and scale best practices across the customer base, helping codify strategic motions for use by the broader team. • Represent the voice of the customer to Product, Engineering, and GTM teams to influence roadmap and prioritization. • Contribute to high-quality customer-facing content such as trainings, blog posts, white papers, and demos, making complex topics accessible to a broad audience. • Stay informed on industry trends in observability, cloud-native development, and OpenTelemetry, and advise customers on how to align their practices. • Collaborate with the broader team to expand Honeycomb’s presence and reputation across the region.

• Support a portfolio of clients and manage the technical details of their implementation, onboarding, adoption and growth. • Understand the obstacles faced by your clients, guide them to define meaningful requirements, and create innovative solutions to ensure they are successful in achieving their goals.