Customer Experience Team Lead

BlueSnap, Inc; London; On-site; GBP 35,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a CX Team Lead, where you will manage and inspire a team of customer experience specialists. This role offers the chance to shape a high-performing team environment, ensuring exceptional service delivery while fostering individual growth. With a focus on continuous improvement and a commitment to best-in-class customer support, you'll thrive in a dynamic setting. Enjoy a range of perks including health insurance, enhanced parental leave, and a generous leave policy. If you're passionate about leading teams and making a difference in customer experiences, this is the perfect opportunity for you.

Benefits

33 days inclusive of bank holidays

Bonus days off for Learning & Development

Bupa Health Insurance

Life insurance powered by AIG

Pension Scheme powered by People’s Pension

24/7 GP access

Annual subscriptions to Meditopia & FIIT

Enhanced parental leave

Ride to work scheme

Free Curve subscription for you and your +1

Qualifications

• Proven experience managing CX teams of 10+, driving performance and engagement.
• Hands-on leadership with a commitment to coaching and empowering team members.

Responsibilities

• Lead and develop a team of CX agents, driving engagement and performance daily.
• Manage escalations and complex queries, ensuring effective customer issue resolution.

Skills

Team Management

Customer Service Best Practices

Data Analysis

Stakeholder Management

Problem-Solving

Entrepreneurial Mindset

Job 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.

As our CX Team Lead, you will be responsible for managing, motivating, and developing a team of 10+ CX specialists, ensuring they consistently deliver exceptional service. Reporting to the VP, Ops you will play a hands-on role in coaching agents and ensuring consistent, high performance across the team.

We are looking for a people-focused leader with an entrepreneurial mindset, who thrives in a fast-moving environment and is committed to delivering best-in-class customer support. You’ll be passionate about getting the most out of your team every day, creating an environment where individuals feel motivated, supported, and accountable for their performance.

This role requires office attendance five days per week and where required may be needed to work weekends for support, infrequently.

Key Accountabilities:

• Lead, mentor, and develop a team of CX agents, driving engagement and performance on a daily basis.
• Set clear expectations and ensure the team meets key metrics, including solves, customer satisfaction (CSAT), and reopen rates.
• Provide real-time coaching and support, empowering team members to perform at their best every day.
• Create an engaging and high-performing team environment, where individuals feel motivated and valued.
• Optimise team workflows and processes, ensuring efficiency while maintaining a high-quality service.
• Solve problems quickly and proactively, bringing an entrepreneurial mindset to continuously improve team performance.
• Manage escalations and complex queries, providing guidance to agents and ensuring customer issues are resolved effectively.

Skills & Experience:

• Proven experience managing CX teams of 10+, with a track record of driving performance and engagement.
• A hands-on and supportive leadership approach, with a commitment to coaching and empowering team members.
• A deep understanding of customer service best practices, with experience in high-volume support environments.
• An entrepreneurial mindset, with the ability to take ownership, problem-solve, and drive improvements in real time.
• Ability to manage team KPIs, using data to track performance and identify areas for improvement.
• Excellent stakeholder management, working cross-functionally to ensure customer service is aligned with wider business goals.
• Experience in a fintech or start-up environment is advantageous, bringing an understanding of the fast-paced challenges and opportunities in scaling CX teams.
• 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”
• 24/7 GP access (Smart Health via YuLife)
• Annual subscriptions to Meditopia & FIIT for your mind and body (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