Customer Experience Team Lead - L4

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.

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.

What you’ll be doing:

• 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 you might bring:

• 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.

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.

Benefits:

• 33 days inclusive of bank holidays
• Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas
• Working abroad policy (up to 60 calendar days per year)
• Bupa Health Insurance (YuLife)
• Life insurance powered by AIG (5x Annual Salary)
• Pension Scheme powered by “People’s Pension”
• EAP (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)
• Enhanced parental leave
• Ride to work scheme & Season ticket loan
• Electric car scheme
• Six nights of Night Nanny for new parents
• Free Curve subscription for you and your +1

A note from us:

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. We design our hiring process to be fair, inclusive, and practical. If you ever need adjustments or feel there’s a way we can improve - we’re all ears.

Requirements:

This role requires office attendance five days per week and where required may be needed to work weekends for support, infrequently. Each working week will consist of five shifts of eight hours (within 7am–10pm), scheduled in accordance with a rota set by your line manager. This can include Saturday and Sunday where required. If you are scheduled Monday to Friday, those shifts will take place in the office. If you are scheduled a weekend shift (typically once or twice per month), those will be worked from home as the office is closed at weekends. The successful candidate will require full working rights in the United Kingdom without the need for visa sponsorship.