Customer Support Team Leader - Midnights

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

Job summary

A financial services company in Cardiff is seeking a Team Lead for their Customer Support Midnights team. You will manage a dedicated team to ensure exceptional service, develop skills through coaching, and support department changes. The role offers various perks, including private healthcare and a dog-friendly office environment, alongside a 28 days holiday allowance.

Benefits

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning and Well-being Budget

Enhanced Parental Leave

Cycle to Work Scheme

6 free therapy sessions annually

Dog-Friendly Offices

Free drinks and snacks

Qualifications

• Experience in contact centre, preferably in Financial Services.
• Proven track record in coaching and team development.
• Ability to identify and address inefficiencies.

Responsibilities

• Lead a team to deliver exceptional outcomes.
• Develop team skills through coaching and meetings.
• Support the Customer Support Manager in driving changes.

Skills

Team development

Attention to detail

Confidence in feedback

Data analysis

Growth mindset

Job description

Team Lead – Customer Support Midnights

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.

Responsibilities

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

Shift Details

Shifts: You’ll be joining our Customer Support Midnights team, ensuring critical support for our global customer base. Working a Monday‑Friday rota.

• Week 1: 12:30 pm – 9 pm
• Week 2: 3:30 pm – 12:00 am (Midnight)

Qualifications & Requirements

• Contact centre experience is essential, and a bonus if it’s in Financial Services.
• Genuine passion for team development and a track record of coaching success.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience in analysing and interpreting basic data sets.
• A growth mindset – comfortable making mistakes, learning, and improving.
• 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.
• Someone who has worked similar shifts or unsociable hours is a plus.

About 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. We’re looking for a leader who can thrive during these non‑traditional hours, building a close‑knit, high‑performing team that delivers exceptional service when our US customers need it most. Check out the Customer Support team.

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.

Benefits

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.

• 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 Well‑being 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