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CX Agent

Curve

Curve

London, UK · Remote
Posted on Saturday, May 11, 2024

CX Agent

  • CX - EU
  • Hybrid (London)
  • Level 1 (Core)
  • Permanent

Description

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.

That’s why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.

We’re developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

Welcome to Curve. On a mission to help you live inspired.

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.

When you interact with a customer experience team your aim is to achieve a swift and effective resolution, while minimising effort and stress. This requires reliable support to build trust, empathetic interactions to reduce frustration caused and availability of support across channels and time zones to ensure convenience and the avoidance of delays in both initial response and overall resolution.

The Curve Customer Experience team exists to deliver consistent quality and knowledge, clear communication and updates and deliver on the job a customer hires us to do.

As a CX team, we plan our workforce coverage to maximise our ability to deliver on the above. This means that our Agents rotate through multiple shift patterns.

You will be expected to work 40 hours per week inclusive of Saturday and Sunday. We operate a hybrid working model, requiring you to work from our office 3 days a week, however weekends are work from home.

Key Accountabilities:

  • 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.

Skills & Experience:

  • 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.

Benefits:

  • 33 days excluding bank holidays
  • 10 days per year for training & conferences
  • Enhanced parental leave
  • Pension Scheme powered by “People’s Pension”
  • Working abroad policy (up to 60 calendar days per year)
  • Life insurance powered by AIG
  • BUPA Health care cash plan (Individual Level 1 plan with ability to upgrade)
  • Employee Assistance Program (Mental health & wellbeing support, Life coach, Career coach)
  • 24/7 GP access (Smart Health via Yulife)
  • Annual subscriptions to Meditopia & FIIT for your mind and body (via Yulife)
  • Discounted shopping vouchers (via Yulife)
  • Ride to work scheme & Season ticket loan
  • Electric car scheme
  • Bonus days off for your birthday, moving house and Christmas
  • Six nights of Night Nanny for new parents
  • Free Curve Metal subscription for you and your +1