Customer Service Executive

The Bike Club; Greater London; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Remote first

Flexible hours

Holidays 26 days plus bank holidays

Private health insurance

Sustainability impact

Parental leave

Bike subscription

Job summary

The Bike Club is seeking a Customer Service and Success teammate to help members manage subscriptions, billing, deliveries and bike choices.

This remote-first role is UK-wide with a monthly in-person meeting in East London; 37.5 hours per week, flexible hours, 26 days holidays, private health insurance, and opportunities to grow with a fast-moving, sustainable business.

Qualifications

• Genuine care for offering the highest level of customer service.
• Experience with CRM tools, preferably Salesforce.
• Proactive mindset, happy to reach out to members at the right moments.
• Strong problem-solving skills, curiosity and a desire to learn.
• High level of empathy and a commitment to exceeding customer expectations.

Responsibilities

• Handle member queries across multiple channels (email, phone, social).
• Develop expert product knowledge of the bicycle range to offer tailored advice.
• Act as voice of the customer by gathering feedback and sharing insights.
• Conduct proactive outreach to members at key moments in their journey.
• Communicate clearly and concisely, ensuring information is shared effectively.
• Demonstrate a solution-focused approach by resolving issues on first contact where possible.

Skills

Customer service

Proactive outreach

Problem solving

Empathy

Team player

Tools

Salesforce

CRM tools

Job description

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. While our headquarters is in the United Kingdom, we are also active in Germany.

Tasks

At Bike Club, our members come first, and our Customer Service and Success Team is what brings that to life. It's a role that blends service with a proactive mindset. Part of it is the day-to-day: helping members with subscriptions, billing, deliveries and choosing the right bike. The rest is proactive: reaching out at the right moments, supporting retention, and making sure every family feels looked after from start to finish. No two days are the same, and we love it that way! You will:

• Handle member queries across multiple channels, including email, telephone, and social media.
• Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members.
• Act as the voice of the customer by gathering feedback and sharing insights with your team.
• Conduct proactive outreach to members at key moments in their journey.
• Communicate clearly and effectively, ensuring information is always shared clearly and concisely.
• Demonstrate a solution-focused approach by resolving issues on the first contact whenever possible.

This role will grow as our team does, so if you like the idea of shaping something rather than slotting into a fixed box, you'll fit right in.

Requirements

• Genuinely care about offering the highest level of customer service.
• Previous experience with CRM tools, preferably Salesforce.
• A proactive mindset, happy to reach out to members at the right moments rather than waiting for them to come to you.
• Strong problem-solving skills, coupled with a natural curiosity and a desire to learn.
• A high level of empathy and a commitment to exceeding customer expectations.
• 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 when working under pressure.
• A dependable, organised, and dedicated team player.
• At least 1 year of real-life experience in a similar role.

Benefits

• Remote first - work from anywhere in the UK. You will be required to attend a monthly in-person team meeting at our warehouse in East London
• Flexible hours - 37.5 working hours per week. While some weekend availability is required, we’re open to different work patterns. Our core hours are Monday - Friday, 9 am - 5:30 pm.
• Holidays - 26 days annual leave plus bank holidays, with additional days accrued for each year worked
• Private health insurance - via Vitality
• Sustainability impact - you will be working for a B Corp Certified company that actively contributes to environmental and social good
• Parental leave - enhanced maternity and paternity leave
• Bike subscription - £30/month discount towards Bike Club subscription