Pluspunten
The Customer service team -The people. From agents to managers are the absolute salt of the earth. I worked at Curve in customer service for a couple of years in a few roles and I can honestly say that I have never known a more stalwart, dedicated, and resourceful group of people. At every level. While the Ceo and leadership team are seemingly determined to scupper CX at every turn, the team rise to the occassion and meet the challenge head on, time and time again. If anyone reading this is considering joining Curve as an employee, Don't. If anyone is considering hiring anyone from Curve CX; from agent to head of department, do. They thrive in culture, competency and commitment.
Minpunten
There is an unending list of cons with this company. With 4 years experience at a startup (How long can we keep calling it a startup) you get to know a few things and I'll share my learnings below. - You don't settle. Like you don't even have a choice. With concerning regularity Curve has a crisis every 6 months or so. Sometimes those are out of their control and sometimes they are of their own making. Curve seems to have stopped manufacturing payment cards and has started, instead, a lucrative business of manufacturing rods with which to strike your own back. - Decisions are always made top down, and are rarely customer centric. Nobody would deny that a bottom line is important, but surely there's a point at which you have to consider the customer...right? apparently not. And, when these changes are made the team that always always ALWAYS bears the brunt is CX. Even when the team works effectively and consistently and tickets are manageable, the leadership team are determined to shake it up, and, I'll tell you something, Curve has proven, beyond doubt, that when you try to fix a problem and it your methodology doesn't work, you should change tactic. Because Curve never has, and the problems have never gone away. - Unreasonable targets that have been decided on with zero analysis - 12 hour enforced shifts with 12 hours notice - No regular pay reviews - Regular structural shifts - No listening to feedback - Sticking plasters on gaping wounds - Belt tightening when you're already on the last notch - Forcing departments to do the work of other departments - Breached SLA's - Top down thinking - Broken systems - Flip-flopping commitments In the most recent development, agents told that they would not need to work a notice period if they decided to leave (After the most recent monumentally poor decision made by the leadership team) have now been told they must stay "a little longer" because there's no plan or off-boarding actually in place.