Customer Experience Agent, Curve
3+ days a week in office
Banking platform consolidating cards & accounts
Job no longer available
Banking platform consolidating cards & accounts
201-500 employees
Job no longer available
3+ days a week in office
201-500 employees
Company mission
Curve is on a mission to simplify the way people spend, send, see and save money.
Role
Who you are
- Customer Experience background within the intricacies of financial products, delivering a high standard of customer service and support excellence
- Demonstrable experience of consistently achieving and surpassing baseline KPIs, showcasing measurable improvements in quality, efficiency, and overall performance
- Previous track record in managing multiple Customer Experience ticketing/CRM systems; adept at swiftly navigating interfaces to efficiently address queues and seamlessly transition between platforms for optimal customer support
- Ability to understand customer needs by adopting a customer-centric approach in an empathetic and compassionate manner
- Comfortable speaking to customers through whatever platform they choose to reach out from - we encourage our agents to pick up the phone!
- We’ve developed a groundbreaking product and no two days at Curve are ever the same - as such, you should enjoy a challenge and enjoy taking complete ownership of your work. be resilient to a continuously changing environment
- You’re able to recognise and get to the root cause of a customer’s problem, and adjust your tone to fit the situation
- The ability to take ownership of customer enquiries through to resolution - you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- Be excited to learn everything you can about a complex ground-breaking product, from payment processing to fraud, from financial regulations to brand and marketing, and everything in between
- Be collaborative in everything you do and not be afraid to ask for help
- Strong problem-solving skills and resilience. Because we deal with people’s finances there is a lot expected from us if something goes wrong!
- A*-C GCSE-equivalent written and verbal English skills
What the job involves
- Our CX Mission: To do everything possible to empower customers to unlock the full potential of Curve by offering an honest, personalised experience and advocating for their needs
- You'll respond to customer enquiries via our email, live chat, social media and phone systems
- You'll keep on top of changes to processes and product features by reading through the latest updates to ensure accountability to our customers
- You will have a minimum of one 'on-call' shift per week where you'll speak to customers who get in touch over the phone
- You'll be on the lookout for ways to improve the overall customer experience and also pass on feedback to the product team to improve the product itself
- You will support your peers, answering questions on shared channels and hangouts
- You will identify opportunities to generate content, with a focus on streamlining processes and knowledge across the team
- You'll complete investigative work on customers' accounts, help troubleshoot their problems and escalate to the relevant teams where necessary
- We have a collaborative culture so you’ll be expected to be a team player and be able to build strong relationships
Salary benchmarks
Our take
Keeping track of spending across multiple credit and debit cards can be a difficult task. Curve lets customers consolidate all of their bank cards into a single card and app, to make it easier to manage spending and access other benefits.
Curve is following in the footsteps of several European neobanks, including N26, Monzo and Revolut, with ambitious expansion plans for the US. Americans have seven to eight cards on average and they typically love rewards, making the market attractive for Curve.
The company has a track record of responding quickly to consumer wants. For example, it has launched cryptocurrency rewards programs to cater to the ever-growing ‘crypto-curious market', as well as partnering with both Berg Watches and Fidesmo to meet expanding demand for wearable payments. In 2022, Credit Suisse backed a $1 billion credit facility for the company, to enable it to scale its lending business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Sep 2023
$74.8m
SERIES C
May 2021
$11.8m
LATE VC
Total funding: $250.9m
Company benefits
- 20 Days Vacation (we actually want you to take this)
- 10 Paid Holidays
- Work from home opportunities
- Competitive salary with employee share options package
- Free Curve Metal subscription for you and +1
- Generous yearly Learning and Development budget
- 10 days per year for training and conferences
- Unlimited book policy
- Life insurance
- Health care cash plan
- Life coaching
- EAP services
- 24/7 GP access
- Annual subscriptions to Calm & FIIT for your mind and body
- Discounted gym membership
- Ride to work scheme
- Nutritionist access
- Discounted shopping vouchers
- Season ticket loan
- Bonus days off for your birthday, moving house and Christmas
- Six nights of Night Nanny for new parents
Company values
- Customer obsession - Start with the customer and work backwards to create meaningful experiences
- Communicate and collaborate - This helps us unify and align so we can move quickly and be empowered
- Challenge everything - Yourself, your colleagues and the status quo. Commit and progress forward together
- Build. Measure. Learn - Strive to learn and find the 'why' to measure our impact and constantly improve
- Automate to accelerate - Eliminate redundant steps to get things done and always focus on the mission
Company HQ
Paddington, London, UK
Articles
Leadership
Shachar Bialick
(CEO & Founder)Was Head of Product at Checkout.com. Founded a number of businesses in Israel, and has an MBA from INSEAD.
Share this job
View 9 more jobs at Curve