Customer Support Officer

Capital on Tap; Cardiff; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A fintech company based in Cardiff is looking for a customer service representative. In this hybrid role, you will support small business owners via phone, email, and chat. The ideal candidate will have strong communication skills and over 2 years of customer service experience. The position offers great benefits including a salary starting at £25,000, private healthcare, and a supportive work environment.

Benefits

Salary from £25,000 + monthly bonuses

Private Healthcare

Worldwide travel insurance

28 days holiday plus bank holidays

Cycle to Work Scheme

Free drinks and snacks

Qualifications

• 2+ years of customer service experience.
• Strong written and verbal communication skills.
• Calm under pressure in fast-paced environments.
• Ability to work independently and as part of a team.

Responsibilities

• Provide exceptional customer service via phone, email, and live chat.
• Resolve customer issues efficiently.
• Stay updated on products to give accurate advice.
• Identify areas for improvement in customer interactions.

Skills

Customer service experience

Excellent communication skills

Problem-solving mindset

Ability to handle high volumes

Independence with teamwork appreciation

Empathy and curiosity

Job description

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 worldwide 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.

We’re not just another call centre — we’re the people small business owners rely on every single day. You’ll get the space to solve problems creatively, make decisions, and see your impact right away.

🏢 This is a hybrid‑based role, working from our Cardiff City Centre Office. Once you’ve passed your probation, you’ll be in the office 3 days a week and 2 days from home.

What You’ll Be Doing ✨

You’ll be the friendly face (or voice!) of Capital on Tap — the first person our customers turn to when they need help. Our business owners are busy building their dreams, so your job is to make things simple and stress‑free.

• Servicing our customers over phone, email, and live chat — always keeping it friendly and professional
• Solving problems fast and owning each customer’s issue from start to finish
• Listening carefully, understanding what’s gone wrong, and finding fair solutions that make sense
• Staying up to date with our products and policies so you can offer accurate advice
• Spotting opportunities to make things better — from improving FAQs to suggesting process changes
• Identifying customers who might need extra support and making sure they get it

This isn’t just about answering questions — it’s about building relationships and helping small business owners succeed.

Shifts ⏰

We offer a variety of shift patterns to make sure we’re there for our customers when they need us most.

Part‑time Team

Monday – Friday – 9am – 1pm

Core Team

Working Monday–Saturday (1 Saturday every 6 weeks), between 8am–8pm, 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 Monday–Friday, rotating every other week:

• Week 1: 12:30pm – 9pm
• Week 2: 3:30pm – Midnight
• 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’ll talk through your preferred team and availability during the interview process.

• Have 2+ years of customer service experience (bonus points if it’s in a fast‑paced or customer‑obsessed environment)
• Have excellent communication skills — you’re confident chatting with all kinds of people, on the phone or in writing
• Are a problem‑solver at heart, with a “let’s fix this” mindset
• Stay calm when things get busy, and can handle high volumes without losing your friendly tone
• Can work independently but love being part of a close‑knitted, supportive team
• Bring empathy, curiosity, and energy to every customer conversation

We’re not looking for perfection — we’re looking for people who care about helping others and want to keep growing.

Diversity & Inclusion 🌈

We believe that different perspectives make us stronger. We welcome and encourage applicants from all backgrounds and experiences to join our team. Come as you are — we’re building a culture where everyone belongs.

Great Work Deserves Great Perks

• Salary from £25,000 + 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 Tuesday 2nd, Wednesday 3rd or Thursday 4th of December (In person)

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.)