Customer Support Executive

The Bike Club; London; Hybrid; Confidential; Full time

Job summary

An innovative company in the cycling sector is seeking a dedicated Customer Support Agent to enhance the customer experience. This role is pivotal in ensuring satisfaction among a growing community of family cyclists. You will engage with customers through various channels, providing expert advice and resolving issues efficiently. The company promotes a flexible work environment, emphasizes sustainability, and offers generous benefits, including ample annual leave and parental support. If you are passionate about customer service and thrive in a dynamic team, this opportunity is perfect for you.

Benefits

Flexible work environment

No weekend work

26 days annual leave

Enhanced parental leave

Discount on bike subscription

Monthly team drinks

Qualifications

• 1+ years of experience in a customer support role is essential.
• Strong problem-solving skills and empathy to exceed customer expectations.

Responsibilities

• Handle member queries across email, live chat, phone, and social media.
• Provide tailored advice and gather customer feedback.

Skills

Customer Support

Problem-Solving

Empathy

Communication

CRM Tools

Education

Experience in Customer Support

Tools

Salesforce

Job description

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 and Austria.

Let's start with the best bits - Benefits:

• Flexible work environment – Work from Anywhere policy in August and over the Christmas period
• No work on the weekends – 37.5 working hours Monday to Friday (9am to 17:30pm)
• Holidays – 26 days annual leave plus bank holidays, with additional days accrued for each year worked
• 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
• Good laughs – we are a fun team (if we may say so) and have monthly All Hands drinks with the company!

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.

About the Role
At Bike Club, our members are at the heart of everything we do—and our Customer Service Team is key to making that happen. As a Customer Support Executive, you’ll help keep our community happy by delivering exceptional service across email, live chat, phone and social media.

Your day-to-day could include anything from helping parents choose the right bike to resolving queries around deliveries, payments, or bike issues. No two days are the same, and we love it that way.

We’re a purpose-driven company that believes in ethical practices and a supportive work environment. If you thrive in a fast-paced setting, enjoy problem-solving, and want to help shape how we do things, we’d love to hear from you.

Tasks

• Handle member queries across multiple channels, including emails, live chat, 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.
• 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.

Requirements

• Genuinely care about offering the highest level of customer support.
• Previous experience with CRM tools, preferably Salesforce.
• 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 working under pressure.
• A dependable, organised, and dedicated team player.
• At least 1 year of real-life experience in a similar customer support role.

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!