Curve is hiring a

Customer Support & Operations Champion - ~Customer Advocate~

London, United Kingdom

Customer Support & Operations Champion

~Customer Advocate~

Base & Equity

Shoreditch, London

Curve is growing - join our adventurous startup!

We believe that the next generation of banking will be a single mobile platform that enables payment anywhere with any card from any account, and connects people in a simple way with the best technologies and financial offers - putting them back in control of their finances.

Our team of entrepreneurs, product-builders and customer-focused marketers are developing a ground-breaking product with the customer at the core. To start with, we’ve taken the humble bank card and injected it with a whole load of innovation. Technical complexity, scalability, security and real-time transactions are all part of the day-to-day challenges.

With funding from the Who’s Who in angel investors and an experienced and ambitious founding team, we are at the forefront of London FinTech.

If you like to be intellectually stretched, your capabilities tested and want an opportunity to have a real voice, input and impactful contribution, then we’re offering that in abundance.

You bring your expertise; we’ll give you the platform to flex your talent!

Role Objective:

This is a crucial role and we need someone exceptional to fill it. You will be the face of the company, and the gateway to our customers. You will eventually know our customers and our product better than anyone else in the company so you’ll be naturally curious and always learning. You pride yourself on giving precise and accurate answers to our customers even to complex, multi-component or ambiguous questions.

You will be the customer’s advocate in the company, and you take pride in having this responsibility.

Role Requirements include:

The majority of our time is spent answering inbound customer support queries in our CS ticketing system, by email (and occasionally by phone), capturing feedback (good and bad) and exploring technical and legal queries (with the support of relevant colleagues).

You'll also be doing the following:

  • Constantly figuring out ways to deliver fantastic service to our users by improving the support process, or feeding back to the product team to improve the product itself
  • Updating external FAQs and internal knowledge base so others will know the answer for next time
  • Attending weekly brand meetings, where we unpick our support replies from the week and see how we can improve our answers to be more 'on brand'
  • Keeping a level head in a crisis. We’re a small team doing amazing things, and that means moving very fast sometimes. We need you to be the calm face of the company.
  • This is a great opportunity to get in at the launch of a ground-breaking mobile fintech startup and be a part of its success, as well as learning new skills from an awesome team of people, and making your mark on how Curve engages with its customers.

  • You’ll have outstanding writing abilities and enjoy the English language; you'll be able to argue about the correct use of affect/ effect
  • You like taking real and significant ownership of your work
  • You’re able to recognise and understand a customer’s problem, and adjust your tone to fit the situation
  • You’ll 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.
  • You’ll have very good attention to detail, and not be above proof-reading your colleague’s work (or asking them to check yours) if it means sending out typo-free communications
  • You may be underchallenged in your current role, and you’d love the chance to be totally crucial and indispensable in a small team
  • Experience with customer support and analytics tools e.g. Desk/Zendesk/Freshdesk, Intercom, Crashlytics
  • Experience working with a technical or financial product
  • Experience working in a startup or fast-changing environment
  • Coding experience
  • Monthly health & wellbeing budget for gym, etc.
  • If you work late, we make sure you have supper and a taxi home
  • Team Lunch Fridays
  • Infinite stream of fruit & snacks and great coffee
  • Generous holiday allowance