Customer Support Officer - Night Team

We’re Capital on Tap 👋
💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

📈Check out the development opportunities in the Customer Operations team.

🏢This is an office-based role, the Customer Operations team work from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in office 4 days a week, and 1 from home. 

What You’ll Be Doing
You’ll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don’t want to get in the way. You’ll solve problems, fix things that aren’t working for them, and give them a leg up when they need it. Most importantly, you’ll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, emails and chat during the night shifts
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers' needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts ⏰
You’ll be joining our customer service night team. Working Monday-Sunday (2 weekends in 4) Between the hours of 6pm-6am & 8pm-8am. Shift patterns are:

• Week 1: 4 on, 3 off 
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off

We’re Looking For

• A minimum of 2 years customer service experience
• Someone who has worked similar shifts or unsociable hours 
• Great communication skills, can communicate with a wide variety of people  both verbally and in writing
• Experience using CRM’s
• An excellent problem solver who can focus on providing our customers with resolutions quickly 
• The ability to manage high volumes of enquiries without compromising service quality 
• Can work independently and as part of a team in a fast paced environment

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

💷 Salary £25,000 £3, 000 uplift for working nights monthly bonuses
🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process:

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either 20th, 22nd, 27th or 29th of May (In person)
• Start date: 30th June 2025

Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)