Customer Experience Agent (Curve)

TL;DR

Customer Experience Agent (Curve) (Fintech): Supporting Curve customers across email, live chat, social media, and telephone channels with an accent on complex issue resolution, digital payments, and personalised service. Focus on investigating account and product problems, collaborating with specialist teams, and turning customer feedback into product and process improvements.

Location: Hybrid in Bristol, with at least two days per week or 40% of working time on site. The role includes at least one scheduled on-call telephone shift each week.

Salary: £26,200–£27,530 per year.

Company

hirify.global is a UK financial services organisation supporting Curve’s fintech products and customer operations.

What you will do

• Respond to customer enquiries through email, live chat, social media, and telephone.
• Investigate customer issues and collaborate with specialist teams to provide solutions.
• Support product and account queries across the Curve ecosystem.
• Identify customer experience improvements and share feedback with relevant product and service teams.
• Stay current with product features, policies, and operational changes.
• Contribute to a collaborative team environment and support colleagues.

Requirements

• Strong customer service experience and a record of delivering high-quality support.
• Accountability, sound judgement, and strong problem-solving and resolution skills.
• Adaptability in a fast-moving environment with changing customer needs, products, and processes.
• Strong communication skills and the ability to personalise support across multiple channels.
• Confidence using multiple systems, including CRM and ticketing systems, while managing competing priorities.
• Collaborative approach and willingness to share knowledge with colleagues.

Nice to have

• Experience supporting customers in financial services or fintech.
• Knowledge of payments, fraud, banking, or other financial products.
• Experience with case management systems or analysing customer feedback for process improvements.
• Experience working in a continuously evolving environment.

Culture & Benefits

• Hybrid working with flexibility in when hours are worked, job share, and reduced-hours options.
• 22 days of annual leave plus bank holidays.
• Discretionary annual performance-related bonus and generous pension contribution.
• Private healthcare options, wellbeing support, and lifestyle benefits.
• Learning, development, and career opportunities across hirify.global.