Curve Doubles Down on Human-Centric Customer Experience with +50 New Hires to Support Growing User Base

Curve, the pioneering digital wallet that simplifies and supercharges financial management, is expanding its Customer Experience (CX) team with over 50 new hires. With more than 6 million users and the upcoming launch of Curve Pay, this expansion underscores Curve’s dedication to a customer-first philosophy. As part of this shift, Curve is rebalancing its focus to place greater emphasis on enhancing customer experience and empowering its CX teams.

In other words, unlike many financial services pivoting to fully AI-driven support, Curve is doubling down on human expertise, integrating AI only where it enhances—not replaces—the personal touch customers value.

While AI continues to transform the fintech landscape, Curve prioritises real human interactions, supported by technology that amplifies efficiency without compromising quality. The bolstered CX team will provide timely, knowledgeable, and personalized assistance, reinforcing Curve’s position as the go-to digital wallet, for consumers seeking control, flexibility, and transparency in their finances, while earning rewards and saving money.

“AI is a powerful tool, but it’s just that—a tool,” said Shachar Bialick, Founder & CEO of Curve. “We tested GenAI for customer support and albeit we found immense value in iterating with GenAI, we found it fell short when it came to customer support, negatively impacting our customers. So, we shifted gears, moving away from automated bots to battle-tested human support. Our customers expect a delightful experience, especially when it comes to their money, and that’s something only humans can fully deliver right now.”

Curve applies AI strategically—improving services and driving efficiencies—while ensuring it never overshadows the empathy, connection, and understanding that customers demand.

“When it comes to finances, people want more than algorithms,” Bialick added. “They want someone who gets it. That’s why we’re expanding our CX team, giving our community direct access to real experts whenever they need help.”

Jon, a Curve customer, echoed this sentiment: “My finances are too important to leave to automation. When I hit a snag, I need a human who understands and can solve it, person to person.”

Curve’s approach aligns with a growing trend among forward-thinking companies like Klarna, which recently announced a renewed focus on human support after recognizing AI’s limitations in delivering exceptional customer experiences. Klarna’s CEO, Sebastian Siemiatkowski, emphasized that while AI drives cost savings and quality improvements, it’s the human element that remains invaluable—a philosophy Curve shares. By blending human expertise with smart technology, Curve and its peers are setting a new standard for customer service in an AI-driven world.

The new hires will focus on critical areas such as payments support, proactive fraud prevention and ensuring Curve’s products consistently meet customer expectations. As digital wallets evolve and competition intensifies, Curve’s investment in its CX team is a strategic move to strengthen its market position, delivering unparalleled support that keeps users at the heart of its mission.