Customer Support Agent

Capital on Tap; Cardiff; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A fintech company based in Cardiff is seeking a Customer Support Agent to assist business customers via phone, email, and live chat. The role is designed for individuals with at least two years of financial services experience and offers a hybrid work model. Responsibilities include managing customer inquiries and providing professional support. The company values diversity and offers a comprehensive benefits package, including private healthcare and a pension scheme.

Benefits

Private Healthcare

28 days holiday

Cycle to Work Scheme

Annual Learning Budget

Qualifications

• Minimum of 2 years experience in financial services.
• Strong understanding of regulatory requirements and customer due diligence processes.
• Proven experience managing high volumes of customer enquiries.

Responsibilities

• Act as the first point of contact for business customers.
• Provide informed, professional support across multiple channels.
• Identify opportunities for process improvement.

Skills

Financial services knowledge

Excellent communication skills

Problem-solving

Customer service

Job description

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 200000 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.

This isnt just a customer support role its an opportunity to make a genuine impact. Youll be part of a highly skilled team that helps business owners every day while developing your own expertise within a leading fintech.

We encourage you to take ownership contribute ideas and play a part in shaping how we support our customers.

Discover structured development opportunities within our Customer Support team.

This is a hybrid-based role in our Cardiff City Centre Office. Once youve successfully completed probation youll work 3 days in the office and 2 from home each week.

What You’ll Be Doing

As a Customer Support Agent youll act as the first point of contact for our business customers. Youll provide informed professional support across phone email and live chat always ensuring an exceptional customer experience.

Key Responsibilities

• Managing customer enquiries promptly and professionally across multiple channels
• Applying your financial services knowledge to deliver accurate and compliant information
• Handling complex queries with confidence using strong judgment and clear communication
• Resolving customer concerns efficiently while maintaining a positive experience
• Identifying opportunities for process improvement and suggesting enhancements
• Recognising and supporting customers who may be vulnerable or in need of additional care

Youll be trusted to make decisions use your expertise and represent the Capital on Tap brand with professionalism and empathy.

Shifts

We offer a range of shift patterns to ensure our customers are supported around the clock.

Part-time Team

Monday - Friday - 9am - 1pm

Core Team

Working MondaySaturday (1 Saturday every 6 weeks) between 8am8pm on a rotating 6-week pattern :

• Week 1 : 8am - 4 : 30pm
• Week 2 : 8am - 4 : 30pm
• Week 3 : 9am - 5 : 30pm ( Saturday shift)
• Week 4 : 9am - 5 : 30pm
• Week 5 : 9 : 30am - 6pm
• Week 6 : 11 : 30am - 8pm

Midnights Team

Working MondayFriday rotating every other week :

• Week 1 : 12 : 30pm - 9pm
• Week 2 : 3 : 30pm Midnight

Nights Team

Working MondaySunday (2 weekends in every 4) covering between 6pm6am or 8pm8am. 4-week rolling shift pattern :

• 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

Well talk through your preferred team and availability during the interview process.

We’re Looking For

• A minimum of 2 years experience working in financial services is essential
• Strong understanding of regulatory requirements and customer due diligence processes
• Excellent communication skills both written and verbal with the ability to explain complex information clearly
• Proven experience managing high volumes of customer enquiries while maintaining accuracy and compliance
• A proactive approach to solving problems ensuring resolutions are delivered right first time
• The ability to work independently and collaboratively within a fast-paced professional environment

Youll combine professionalism and precision with a genuine passion for helping customers.

Diversity & Inclusion

At Capital on Tap were committed to building a diverse and inclusive workplace where everyone feels valued. We welcome applications from people of all backgrounds experiences and perspectives.

Great Work Deserves Great Perks

We know that great work deserves recognition. Thats why we offer a comprehensive benefits package designed to support your wellbeing and growth :

• Salary from 25000 monthly bonuses
• Private Healthcare including dental and optician services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (-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 Tuesday 2nd Wednesday 3rd or Thursday 4th of December (In person)
• Start date : Monday 23rd February 2026

Other Info

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Email if you have any questions.

Excited to work here Apply!

If youd 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.)

Required Experience

Unclear Seniority

Key Skills

• Design Engineering
• Baan
• Customer Service
• Fund Management
• ABAP
• Elevator

Employment Type

Full Time

Experience

years

Vacancy

1