[Hiring] Customer Service Executive @The Bike Club

Role 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 Service Executive to initiate and elevate our customer experience.

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 Service Executive, you’ll help keep our community happy by delivering exceptional service across email, 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!

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

Qualifications

• Fluency in both English and German, with strong written and verbal communication skills (a must).
• 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 when working under pressure.
• A dependable, organised, and dedicated team player.
• At least 1 year of real-life experience in a similar customer service role.

Benefits

• Remote first – work from anywhere in the UK. You will be required to attend a monthly in-person team meeting in London.
• Flexible hours – 37.5 working hours per week. Saturday availability is required, and we’re open to different work patterns. Our core hours are Monday - Friday, 9 am - 5:30 pm.
• Holidays – 25 days annual leave plus bank holidays.
• Private medical insurance.
• Salary sacrifice pension scheme.
• Parental leave – enhanced maternity and paternity leave.
• Bike subscription – £30 on Bike Club subscriptions.
• Sustainability impact – you will be working for a B Corp Certified company that actively contributes to environmental and social good.

Company 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. 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.