Customer Service Advisor - Midnights Team

Capital on Tap

United States

Remote

USD 34,000 - 42,000

Full time

7 days ago

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Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Pension scheme

EV salary sacrifice

28 days holiday

Learning and wellbeing budget

Parental leave

Cycle to work

Season ticket loan

Therapy sessions

Dog friendly offices

Free drinks and snacks

Job summary

Capital on Tap in the United Kingdom is seeking a Customer Service professional to deliver friendly, professional support across phone, email, and live chat. You will own cases end-to-end, resolve issues efficiently, and provide clear information.

The role emphasizes understanding customer concerns, staying updated on policies, and identifying improvements to FAQs and processes. A call centre or financial services background is preferred.

Qualifications

Strong customer service experience, ideally within a call centre or financial services environment.
Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
Sound judgement and confidence when managing complex or sensitive customer enquiries.
Proactive attitude, with a strong focus on resolving issues at the first point of contact.

Responsibilities

Providing friendly, professional support to customers via phone, email, and live chat.
Resolving issues efficiently while taking full ownership of each case from start to finish.
Listening carefully to understand concerns and delivering fair, practical solutions.
Keeping up to date with products and policies to ensure accurate guidance and information is provided.
Proactively identifying ways to improve the customer experience, from FAQs to process improvements.
Recognising customers who may need additional support and ensuring they receive the help they need.

Skills

Customer service

Communication

Judgement

Proactivity

Empathy

Teamwork

Job description

Location: United Kingdom

We’re Capital on Tap Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

Remote - UK

Shifts (Midnights team) - Monday to Friday (Week 1: 12.30pm - 9.00pm, Week 2: 3.30pm - 12.00am)

Salary - £28.5k

Customer Service Team Our Customer Service team are the friendly voice of Capital on Tap - often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. The team plays an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.

What You’ll Be Doing

Providing friendly, professional support to customers via phone, email, and live chat
Resolving issues efficiently while taking full ownership of each case from start to finish
Listening carefully to understand concerns and delivering fair, practical solutions
Keeping up to date with products and policies to ensure accurate guidance and information is provided
Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
Recognising customers who may need additional support and ensuring they receive the help they need

We’re Looking For

Strong customer service experience, ideally within a call centre or financial services environment
Strong verbal and written communication skills, with the ability to explain information clearly and professionally
Sound judgement and confidence when managing complex or sensitive customer enquiries
Proven ability to handle a high volume of requests while maintaining accuracy and quality
Proactive attitude, with a strong focus on resolving issues at the first point of contact
Empathetic and curious nature, with a genuine passion for helping people
The ability to work independently while also contributing effectively within a fast-paced team environment

Our Values & Culture

Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

Even if you don’t have all of the necessary skills, we still encourage you to apply.

Interview Process

Stage 1: First stage: 20-minute intro and values call with Talent Partner (Video call)
Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team

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 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: