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For Companies At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer experiences during product launches.
- Company: Join Curve, a revolutionary fintech company simplifying finances for everyone.
- Benefits: Competitive salary, flexible working options, and opportunities for personal growth.
- Why this job: Be part of a mission-driven team that empowers customers to take control of their finances.
- Qualifications: 3-5 years of experience leading customer experience teams in dynamic environments.
- Other info: Embrace a culture of learning and innovation while making a real impact.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
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.
Role Purpose
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.
Customer Experience Team Lead - L4 in London employer: Curve
Contact Detail:
Curve Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Lead - L4 in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Curve and its products. Understand their mission and values so you can show how you align with them. Tailor your answers to reflect your passion for customer experience and how you can contribute to their goals.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on demonstrating your leadership skills and how you've successfully managed teams in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Curve team and its mission.
We think you need these skills to ace Customer Experience Team Lead - L4 in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how you can bring that rebellious spirit to the role and make a real impact on our customers' lives.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experiences that align with the job description. We love seeing how your unique skills can contribute to our mission at Curve!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. This helps us understand how you can fit into our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Curve.
How to prepare for a job interview at Curve
✨Know Your Product Inside Out
Before the interview, make sure you understand Curve's product and its unique selling points. Familiarise yourself with how it simplifies finances and enhances customer experience. This knowledge will help you demonstrate your passion for the role and show that you're ready to lead a team in delivering exceptional service.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you develop your team. Think of specific examples where you've successfully coached or mentored others. Highlight how you create a motivating environment and align team goals with broader business objectives, as this is crucial for the CX Team Lead role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Prepare scenarios from your past experiences where you turned challenges into opportunities. This will showcase your judgement and customer empathy, which are key traits for this position.
✨Emphasise Your Training and Development Skills
Since you'll be responsible for evolving the team's training programme, come ready to discuss your experience in designing and delivering training content. Share examples of how you've adapted materials for different learning styles and the impact it had on team performance. This will demonstrate your commitment to continuous improvement and team growth.
