Remote Customer Success Specialist

Bike Club Limited; Greater London; Remote; GBP 24,000 - 34,000; Full time

Benefits offered by this job

Remote first

Flexible hours

26 days annual leave plus bankholidays

Private health insurance

Job summary

Bike Club Limited is seeking a Customer Service and Success specialist to help families manage subscriptions, billing, deliveries and bike selections. You will respond to member queries across email, phone and social channels, share insights with the team and proactively nurture retention.

Remote-first UK wide, with a monthly in-person team meeting at our East London warehouse. Core hours are 9:00–17:30, with flexible patterns; 26 days holidays, private health insurance and a strong

Qualifications

• Genuine care for delivering high-level customer service.
• Experience with CRM tools, preferably Salesforce.
• Proactive mindset to engage members at key moments.
• Strong problem-solving, curiosity and willingness to learn.
• High empathy and commitment to exceeding customer expectations.
• Actively seek feedback to improve.
• Team player but able to work independently.
• Positive under pressure and reliable.

Responsibilities

• Handle member queries across email, telephone, and social media.
• Develop expert knowledge of our bicycle range to advise members.
• 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 accurate.
• Demonstrate a solution-focused approach by resolving issues on first contact when possible.

Skills

Empathy

Problem-solving

Clear communication

Teamwork

Customer service

Tools

Salesforce

Job description

Bike Club Limited is seeking a Customer Service and Success specialist to help families manage subscriptions, billing, deliveries and bike selections. You will respond to member queries across email, phone and social channels, share insights with the team and proactively nurture retention.

Remote-first UK wide, with a monthly in-person team meeting at our East London warehouse. Core hours are 9:00–17:30, with flexible patterns; 26 days holidays, private health insurance and a strong