Customer Support Team Lead

Capital on Tap; Cardiff; On-site; GBP 35,000 - 45,000; Full time

Job summary

Join a leading fintech company as a Customer Support Team Lead, where you'll empower a high-performing team and ensure industry-leading customer service. This office-based role in Cardiff involves driving team performance and creating a supportive culture while enjoying competitive benefits.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Season Ticket Loan

Free drinks and snacks

6 free therapy sessions

Qualifications

• Experience in a contact centre is essential.
• Strong attention to detail required.
• Comfortable giving and receiving feedback.

Responsibilities

• Lead a team of 10 agents to deliver exceptional outcomes.
• Drive performance and engagement within the team.
• Act as an escalation point for team support.

Skills

Leadership

Customer service

Problem-solving

Data analysis

Attention to detail

Job description

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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 works from our Cardiff City Centre Office. After passing the probation period, the requirement will be to work in the office 4 days a week, and 1 day from home.

What You’ll Be Doing

As a Team Lead, your primary role is to drive performance, growth, and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team’s results, satisfaction, and overall well-being. You’ll use your leadership skills to cultivate a high-performing, ambitious team and ensure industry-leading customer service.

• Lead a team of up to 10 agents to deliver exceptional outcomes for customers and the business.
• Support the Customer Support Manager in driving positive departmental changes.
• Develop team skills through 1:1s, coaching, huddles, and meetings.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed.
• Remove obstacles preventing agents from delivering outstanding service.

Shifts

You’ll be joining our core Customer Service team. Working Monday-Saturday (1 Saturday in every 5 weeks) between the hours of 8am - 8pm. Shift patterns are:

• Week 1: 8am - 4:30pm (Monday-Friday)
• Week 2: 8am - 4:30pm (Monday-Friday)
• Week 3: 9am - 5:30pm (Monday-Saturday)
• Week 4: 9am - 5:30pm (Tuesday-Friday)
• Week 5: 11:30am - 8pm (Monday-Friday)
• Contact centre experience is essential.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience analysing and interpreting basic data sets.
• A growth mindset—comfortable making mistakes, learning, and improving.
• Genuine passion for team development
• Confidence in giving and receiving constructive feedback, including managing up.
• A drive for success, backed by a track record of achieving results in previous roles.

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.

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:

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

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Season Ticket Loan

6 free therapy sessions per year

Free drinks and snacks in our offices

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

• First stage: 30-minute intro and values call with Talent Partner via Video call
• Create a presentation to present at the final stage (details provided upon confirmation of final stage)
• Final stage: 60-minute competency-based interview and presentation with our Customer Support Manager, Head of Customer Support and People Partner in person.

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.)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

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