Customer Experience Agent - German speaking

Role Summary

• Job title: Customer Success Agent
• Team: CX
• Operational Territory: DE/AT
• Line manager: Head of CX DE/AT
• About Bikmo

German language skills at C1-C2 level are essential for this position. This position is full-time (Monday to Friday) and remote with residence in the DACH region.

Our goals

Protection for all cyclists worldwide.

Be a great company that you enjoy working for.

Making a positive impact on the world.

Become the most respected brand in our sectors.

Your task

You are the first point of contact for Bikmo's German and Austrian partners and their customers. You guide our partners through onboarding and develop long-term partnerships by solving problems around policies, claims and account management.

Your core tasks & responsibilities

Supporting our partners and their customers

You offer first-line support for our partners in Germany and Austria as well as their customers with questions about insurance and claims - always timely, clear and precise.

You act as a competent and trustworthy contact, explain insurance coverage and guide partners safely through onboarding, damage reports and contract adjustments.

You prioritize and escalate complex requests, but retain full responsibility for the partner relationship.

Supporting partners in recommending Bikmo

You work closely with new partners to activate cooperation.

You accompany partners through all steps up to “go-live” – from understanding the product to setting up sales processes.

You will help partners build the knowledge and confidence they need to represent Bikmo convincingly.

You will solve setup or account management issues, working closely with the relevant Bikmo teams.

Process optimization

You identify points of friction in the process for our B2B partners and customers.

You proactively suggest improvements to systems and tools to make the partner experience more efficient.

You share real-world feedback with the team to influence product decisions.

You lead the onboarding of new B2B partners into our systems.

Additional responsibilities as a Senior CX Agent

You are the expert for our partners via telephone, live chat and email.

You process inquiries with real passion and go the “extra mile” for the best solution.

You offer in-depth knowledge about our bicycle insurance and find the perfect solution for the customer.

You will work with the product, marketing and content teams to continually improve our offerings and features.

You monitor the performance of the partnerships and report on recurring problems.

You interact with other European Bikmo teams to share knowledge.

You attend cycling industry events to represent Bikmo

Requirements

• What else do we expect?
• You will promote a culture of ownership and excellence in a positive, collaborative environment.
• In your role, you always pay attention to the well-being of customers (in accordance with “Consumer Duty”), act in good faith and avoid foreseeable disadvantages for end customers.
• You act as an advocate for sustainability and drive positive change.
• You will take on other tasks that may reasonably arise as part of your role.

Your way of working

• You are self-responsible, can manage your time well and enjoy working with people who have different work styles or time zones. We rely on autonomy, trust and flexibility. We work as a team that supports each other to achieve our goals.
• This is what you bring with you

Your skills

• Personal: You think laterally (outside the box) and are a problem solver.
• Interpersonal: You are a strong communicator, approachable and a good mentor for colleagues.
• Organizational: You work efficiently, structured and precisely, even with a high workload.
• Languages: Fluent in spoken and written German (essential). Good knowledge of English for everyday work is also required.
• Willingness to travel: You are willing to travel for meetings and events.
• Background in the area of customer experience or customer service, ideally in Germany or Austria.
• Passion for cycling or experience in related areas (bicycle insurance, outdoor industry, bike leasing) is an advantage.
• Strong empathy and the ability to communicate confidently via email, chat and telephone.
• Confident use of common software tools.
• Attention to detail and the ability to manage multiple tasks simultaneously.
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