Customer Experience Team Lead, Curve
Launches
More information about location
5 days a week in office
Consolidating all a customer's bank cards into a single card
Job no longer available
Consolidating all a customer's bank cards into a single card
201-500 employees
Job no longer available
More information about location
5 days a week in office
201-500 employees
Company mission
To simplify the way people spend, send, see and save money.
Role
Who you are
- 3-5 years proven experience leading CX teams of 5-10 in office-first environments, across both live and non-live support channels with experience in payment services highly valued
- A coaching leadership style: you see content, feedback, and training as core enablers of performance
- Experience with workforce management, including scheduling and capacity planning
- High EQ and resilience - you thrive in fast-moving, often ambiguous environments while maintaining focus and calm, under pressure
- Problem-solving and decision making with a sense of urgency and ownership in delivery
- Ability to connect team performance with business goals, balancing operational discipline and execution
- A track record of building engagement and capability while holding teams accountable to high standards
- Fintech or start-up experience is a plus, but comfort with growth, change, and entrepreneurial challenges, is the key
- We know that great candidates don’t always tick every single box. If this role excites you and you think you’d be a great fit, we want to hear from you
What the job involves
- As CX Team Lead (Launch Squad), you will ensure agent, specialist and peer readiness for key product launches across multiple work streams
- Partnering closely with Go-To-Market and cross-functional teams, you’ll own the clarity and coherence of CX support content and training materials, equipping customer-facing teams with the knowledge and confidence to deliver delightful customer experiences
- You’ll lead, coach, and develop a team of 5–10 agents and specialists, balancing operational execution with people development
- This role requires a hands-on leader, who obsesses about learning and demonstrating product knowledge through working tickets and guiding teams
- You will need to be able to act decisively, sometimes with limited information, while aligning business goals with team priorities in a way that inspires collective ownership
- At the same time, you’ll embed coaching and training as cornerstones of team growth, building individual and collective capability, fostering a high-performance culture, and continuously raising the bar for what’s possible
- Own and evolve the team’s training programme: designing, delivering, and adapting content and formats (multimedia, slide decks, voiceovers) to fit diverse learning styles, while leveraging the experience of others across CX squads and business to maximise impact and learning retention
- Set clear goals and ensure delivery against KPIs (e.g., solves, CSAT, reopen rates, response times)
- Deliver daily coaching and feedback, embedding training and content as the foundation of team capability
- Create a motivating team environment where individuals feel accountable, supported, and engaged
- Manage workflows across both live (chat, telephony) and non-live channels, ensuring efficiency and consistency
- Apply workforce management skills for capacity planning, scheduling, resource allocation, to ensure optimal coverage and delivery, aligned with key company lifecycle and product deliverables
- Resolve escalations and complex cases, guiding your team with good judgment and customer empathy
- Spot issues early, act with urgency and turn challenges into opportunities for improvement
- Align team objectives to broader business goals, framing decisions clearly and ensuring understanding across the team
- What success looks like here:
- Your team feels confident, capable, and well-prepared for every launch
- KPIs are consistently delivered against, with strong team performance across solves, CSAT, reopen rates, and response times
- Training programmes are designed, delivered, and adapted to maximise impact and learning retention
- Coaching and feedback are embedded daily, with measurable improvements in team capability and performance
- Escalations and complex cases are resolved with good judgment and customer empathy
- Team objectives are clearly aligned with business goals, with strong understanding across the team
- A motivating team environment is created where accountability, support, and engagement are the norm
Salary benchmarks
Our take
While its customers have their own Curve card, fintech company Curve emphasises its distinction from traditional banking institutions. Renowned for its groundbreaking remedy to credit and debit card clutter - a singular card amalgamating multiple accounts - the company has garnered widespread acclaim.
Alongside its all-on-one card, Curve offers customers access to spending insights and premium exchange rates for international travel. Its astute banking tool secured a hefty $1B lending capital injection from Credit Suisse in 2022, followed by a substantial $58M Series C funding round in 2023, ranking among the largest in tech that year.
Curve's dominance extends beyond mere payment aggregation; its analytical tools outpace competitor platforms like Apple Pay. Additionally, Curve has introduced Curve Flex, as a solution tailored to the contentious buy-now-pay-later model. With plans to leverage its 2023 funding for enhancing customer experience, particularly through app refinements and flex solutions, Curve is poised to fortify its position while laying the gorundwork for future collaborations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Mar 2025
$49.4m
LATE VC
Jan 2024
$39.8m
LATE VC
Total funding: $344.1m
Company HQ
Paddington, London, UK
Leadership
Shachar Bialick
(CEO)Previously worked as Head of Product at Checkout.com, CEO at Machshavot SmartJOB, and Founder and former CEO at SmartEQ. Completed an MBA at INSEAD.
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