Customer Support Executive- German Speaker

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

Job summary

An innovative company in the bike subscription space is seeking a dedicated Customer Support Executive who speaks German. In this role, you will be the voice of the customer, ensuring exceptional service across various channels. You'll help families choose the right bikes and resolve any queries they may have. This position offers a flexible work environment, no weekend shifts, and an opportunity to contribute to a sustainable mission. Join a fun team that values collaboration and customer satisfaction, and take your career to new heights in a dynamic setting that prioritizes ethical practices and community engagement.

Benefits

Flexible work environment

No weekend work

26 days annual leave

Enhanced parental leave

Discount on bike subscription

Monthly team drinks

Qualifications

• Fluency in English and German with strong communication skills.
• 1+ years experience in customer support preferred.

Responsibilities

• Handle member queries via email, live chat, phone, and social media.
• Provide tailored advice on bicycle range and resolve issues promptly.

Skills

Fluency in English

Fluency in German

Problem-solving skills

Empathy

Communication skills

Education

Experience in customer support

Tools

CRM tools

Salesforce

Job description

Bike Club Customer Support Executive - German Speaker
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 Executive – German speaker to initiate and elevate our customer experience, while championing the flourishing community of family cyclists in Germany and the UK.

Let's start with the good stuff - 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!

Tasks

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 in German.

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.

Requirements

Key Responsibilities

• 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.

What You Bring

• Fluency in both English and German, with strong written and verbal communication skills – you will communicate with customers in German.
• Passion – you genuinely care about offering the highest level of customer support.
• Previous experience with CRM tools or a desire to learn how to use Salesforce.
• Strong problem-solving skills, coupled with natural curiosity.
• A high level of empathy and a commitment to exceeding customer expectations.
• 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.
• Ideally, 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!

If you don't meet all the qualifications but are passionate about this role, we encourage you to apply; you may be exactly who we're looking for!