Rider Happiness Executive

Netflix for Bikes

  • Location : London 
  • Salary : £24,000 - £25,000 
  • Nearest Station : Vauxhall 
  • Application Closing Date : 9 June 2023 
  • Placement : Graduate Job ( permanent ) 
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    • London  
    • £24,000 - £25,000 
    • Vauxhall 
    • 9 June 2023 
    • Graduate Job ( permanent ) 

    Job Description

    This startup is revolutionising the way that we travel by bicycle within cities. They provide riders with everything they need to get started: a premium bike, high quality lock, on-demand maintenance, a bike replacement service in case of theft, and an app which incentivises and rewards you the more you ride. And their professors (next level mechanics) and Customer Success team will be on hand to ensure a smooth ride at every step of the way. All this for a monthly subscription you can cancel any time.
     
    Getting members on a bike is just the beginning. They have ambitious plans to build and curate an urban cycling community that anyone can be a part of.
     
    With a massive commitment to sustainability, and improving the health and happiness of cities in the process, this is a fantastic opportunity to be a part of the future of city cycling!
     
    ✅ Your day-to-day responsibilities:
    • Providing personable support to their riders via their channel of choice (phone, email, instant messenger and social media)
    • Coordinating with their Operations team and in-house Bike Professors (next level mechanics) to ensure delivery, maintenance and collection appointments go off without a hitch
    • Collaborate with other departments providing valuable insight into their riders, advocating for them in every conversation and challenging processes that don’t have their riders at the forefront
    • Tactfully chasing failed payments and overdue subscriptions in line with deadlines
    • Proactively identifying rider feedback trends and developing creative solutions with a continuous improvement mindset
    • Supporting RH Manager and Founders with ad hoc tasks and longer term projects
       
    ✅ About you:
    • Passionate about people and driven to create exceptional experiences
    • Proactive and solution orientated with a creative approach
    • Empathetic and knows how to balance business processes with what’s right for their riders
    • Confident advocating for their community of riders in conversations at all levels
    • Tech-savvy and quick to learn new systems and software
    • Above all, ready to roll up your sleeves to help take the company and your career to new heights!
    • This role is predominantly Monday-Friday 9am-5pm however there may be requirement from time to time to adjust working hours in line with business needs
       
    ⭐️ Benefits
     
    • Your very own bike
    • Choice of remote or hybrid working contract (they currently work from their Bike Lab one day a week but you're welcome to attend more frequently if you'd like!)
    • 33 days holiday (incl. bank holidays)
    • Direct mentoring from the founders (ex Apple and KPMG)
    • £30 monthly budget to spend on our employee benefits platform
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