Customer Support Officer - Midnights Team

Capital on Tap; Cardiff; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

Join a dynamic fintech firm dedicated to empowering small businesses! As a member of the Customer Support team, you'll be the first point of contact, helping clients navigate their challenges while ensuring their needs are met. This role offers a blend of problem-solving and customer engagement, all within a supportive and innovative environment. With flexible working arrangements and a variety of perks, this position is perfect for those looking to make a real impact in a growing company. If you're passionate about customer service and ready to contribute to a mission-driven team, this opportunity is for you!

Benefits

Private Healthcare

Worldwide Travel Insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 Days Holiday

Annual Learning Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Free Drinks and Snacks

Qualifications

• Minimum 2 years of customer service experience required.
• Strong communication skills essential for diverse interactions.

Responsibilities

• Serve customers via phone, email, and chat ensuring satisfaction.
• Identify opportunities for process improvements in customer support.

Skills

Customer Service Experience

Communication Skills

Problem Solving

CRM Experience

Objection Handling

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 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 Support team.

This is an office-based role, the Customer Support 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
• 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 Midnight Customer Support team. Working Monday-Friday.

• Week 1: 2pm - 10:30pm
• Week 2: 3:30pm - Midnight
  
  

We're Looking For

• A minimum of 2 years customer service experience
• A desire/need to work later shifts
• 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 believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we've created a space where you can relax and recharge. Check out the perks we offer:

Salary £25,000 + £2,000 increase for later shifts, + 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

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Email [e-mail] 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.)