Customer Experience Specialist (Insurtech)

TL;DR

Customer Experience Specialist (Insurtech): Providing support for bicycle insurance members and B2B partners via chat and email with an accent on technical bike knowledge and claim processing. Focus on guiding members through repair/replacement flows and collecting actionable member feedback to improve the product.

Location: Hybrid (Must have right to work in the UK; offices in London, Bristol, and Amsterdam)

Company

hirify.global is a bicycle insurance collective that transforms the insurance model by sharing costs among passionate cyclists.

What you will do

• Support customers via web chat and email regarding products, services, and insurance.
• Guide members through the claims process for bike and kit replacement or repair.
• Act as the primary contact for B2B partners to support rider recovery.
• Collaborate with UK and NL CX teams to ensure a seamless member experience.
• Collect and analyze member feedback to provide actionable intelligence for internal teams.
• Participate in cross-functional projects with Marketing, Product, and Tech teams.

Requirements

• Language: English and (French or Dutch or German) required.
• Right to work in the UK (no visa sponsorship provided).
• Strong empathy for cyclists and understanding of cycling-related challenges.
• Knowledge of technical cycling terms and bike technology.
• Excellent written communication skills.
• Ability to learn new internal systems and tools quickly.

Nice to have

• Previous insurance experience or "WFT" certificates.
• Experience as a bike mechanic.

Culture & Benefits

• Remote-first hybrid work model with offices in London and Bristol.
• Share options and a 5% annual company bonus scheme.
• 25 days annual leave plus bank holidays.
• Private medical insurance and pension scheme (3% employer contribution).
• Monthly socials, company-wide events, and hirify.global swag.
• Mental health support via Spill and monthly hirify.global insurance credit.