Seasoned Bilingual Customer Success Specialist – German & English – Driving Claims Excellence, Seamless Support, and Rider Delight in the Innovative Cycling Insurance Ecosystem at brighthush

About brighthush

brighthush is more than a digital insurer; it’s a movement that reimagines how cyclists protect their passion. Founded in 2017, we have blended a deep love for cycling with cutting‑edge technology to deliver a transparent, customer‑first insurance experience that spans 11 European countries. Our platform connects riders, allowing them to share risk, support one another, and ride with confidence. With a team of over 70 dedicated professionals, brighthush has earned the “Best Cycle Insurance Provider” award for eight consecutive years and consistently receives 5‑star ratings on our own platform and on independent review sites.

Our Mission and Vision

At brighthush, we believe that every rider deserves peace of mind without compromising the joy of the ride. Our mission is to create a world where cyclists can focus on the thrill of the journey, not the worry of what might happen. We envision a future where insurance is seamless, transparent, and tailored to the unique needs of the cycling community.

Why the Cycling Insurance Landscape Needs Innovation

The traditional insurance model has long been slow to adapt to the evolving needs of cyclists. High claim costs, opaque processes, and limited coverage options have left many riders feeling underserved. brighthush is breaking the mold by leveraging data, community insights, and agile product development to deliver fair, flexible, and fast solutions. We’re not just selling policies; we’re building a safety net that empowers riders to push boundaries.

What Makes brighthush Unique

• Community‑Driven: Our riders are at the heart of everything we do. Their feedback shapes every product iteration.
• Technology‑First: From AI‑powered claim triage to real‑time policy management, we use technology to simplify complex processes.
• Transparent Pricing: No hidden fees, no surprise charges—just clear, fair rates.
• Rapid Claims Resolution: We aim to settle claims within 48 hours, ensuring riders get back on the road quickly.
• Eco‑Conscious: We partner with bike shops that prioritize sustainability and offer green repair options.

Role Overview

As a seasoned bilingual Customer Success Specialist, you will be the frontline advocate for our German‑ and English‑speaking members. You will guide riders through every touchpoint—from initial inquiry to claim settlement—ensuring a frictionless experience that reflects brighthush’s commitment to empathy, speed, and quality. Your role will be pivotal in turning every interaction into an opportunity to reinforce trust, showcase our brand values, and gather actionable insights that drive continuous improvement.

Key Responsibilities

• Customer Support Excellence: Serve as the first point of contact for general and claim‑related inquiries via web chat, email, and phone. Deliver clear, concise, and empathetic assistance to our German‑ and English‑speaking members.
• Claims Management: Guide members through the entire claims process—filing, assessment, repair or replacement—coordinating with third‑party partners such as bike shops, manufacturers, and distributors.
• Partner Liaison: Act as the primary contact for B2B partners, ensuring their riders receive swift and seamless support that keeps them on the road.
• Cross‑Functional Collaboration: Work closely with the Customer Experience (CX) team across the UK and Netherlands, as well as with Marketing, Product, and Technology squads, to refine processes and launch new initiatives.
• Feedback Loop: Collect, analyze, and present actionable insights from the collective to inform product decisions, service improvements, and strategic planning.
• Continuous Improvement: Participate in squad‑based projects that drive innovation, streamline workflows, and elevate the overall customer journey.
• Data Stewardship: Maintain accurate records in our CRM, ensuring data integrity for reporting and analytics.
• Quality Assurance: Review and improve support scripts, knowledge base articles, and FAQ sections to enhance self‑service options.

Essential Qualifications

• Fluency in both German and English – native or near‑native proficiency is required.
• Strong empathy for cyclists and a genuine passion for helping people navigate challenging situations such as theft, damage, or injury.
• Basic technical knowledge of cycling – understanding of bike components, gear, and common repair scenarios. We’ll provide training to deepen your expertise.
• Excellent written communication skills in both languages, with a knack for turning complex information into clear, friendly guidance.
• Fast learner, comfortable with new tools and systems. We’ll equip you with the necessary training and support.
• Experience in customer support, claims handling, or a related field is a plus, but not mandatory.

Preferred Qualifications

• Background in insurance, risk management, or a related discipline.
• Professional certifications such as WFT (insurance) or experience as a bike mechanic.
• Previous experience working in a high‑growth startup environment.
• Knowledge of European regulatory frameworks for insurance and data protection.

Skills & Competencies

• Customer‑centric mindset with a focus on delighting every member.
• Strong problem‑solving skills and the ability to think on your feet.
• Data‑driven – comfortable using analytics to track performance and identify improvement opportunities.
• Team player who thrives in a collaborative, squad‑based culture.
• Adaptability – able to pivot quickly in a dynamic, fast‑moving environment.
• Proactive communication – keeping stakeholders informed and expectations managed.
• Tech‑savvy – proficient with CRM systems, ticketing platforms, and basic spreadsheet analysis.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Specialist, you’ll have the chance to:

• Progress into senior CX roles, such as Team Lead or CX Manager, overseeing larger teams and strategic initiatives.
• Transition into product or operations roles, leveraging your deep customer insights to shape the next generation of services.
• Participate in cross‑functional projects that expose you to technology, marketing, and data science.
• Attend industry conferences, workshops, and internal training sessions to stay ahead of trends in cycling, insurance, and customer experience.
• Benefit from a culture that rewards innovation – your ideas can directly influence product roadmaps and company strategy.
• Earn certifications in customer success, claims management, or cycling mechanics through our partnership with leading educational providers.

Work Environment & Culture

We’re a remote‑first team with a flexible, hybrid model that allows you to work from home or from one of our vibrant offices in London, Bristol, or Amsterdam. Our culture is built on:

• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages everyone to speak up.
• Collaboration: Cross‑functional squads, shared goals, and a “one team” mentality.
• Inclusivity: A commitment to diversity, equity, and belonging. We celebrate every individual’s unique background and perspective.
• Fun: Monthly socials, quarterly events, and a generous budget for team‑building activities.
• Well‑being: Unlimited mental health support via brighthush, including one‑to‑one therapy sessions.
• Learning Culture: Regular knowledge‑sharing sessions, lunch‑and‑learns, and access to an extensive library of industry resources.

Compensation & Perks

While the exact salary will be discussed during the interview process, we offer a competitive package that includes:

• Base salary commensurate with experience and market rates.
• Annual bonus of up to 5% of base salary, tied to company performance.
• Share options – everyone in the business receives equity to share in our success.
• 25 days of annual leave plus public holidays, with the option to roll over up to 5 days.
• Company‑sponsored pension scheme – 3% of your base salary contributed.
• Private medical insurance with optional coverage for partners and dependants.
• Monthly lunch stipend of £15 on the first Wednesday of each month.
• Access to a comprehensive wellness program, including gym memberships, meditation apps, and ergonomic equipment for remote work.
• Regular team retreats and off‑site workshops to foster creativity and camaraderie.

How to Apply

If you’re ready to bring your bilingual expertise, passion for cycling, and customer‑first mindset to a company that’s redefining insurance for riders, we’d love to hear from you. Submit your application through our careers portal or click the link below to start the process.

Apply for this role at brighthush