Customer Service Advisor - Midnights Team Fixed

Capital on Tap; United States; Remote; USD 34,000 - 42,000; Full time

Benefits offered by this job

Remote - UK

Job summary

Capital on Tap is hiring for a Customer Service Team member based in the UK, working remotely. You will handle customer interactions across phone, email, and live chat, aiming to provide friendly and practical solutions.

You’ll own cases from start to finish, keep product knowledge up to date, and contribute to improving FAQs and processes to enhance the customer experience.

The shift pattern is Midnight to 2:00am, Monday to Friday, with a salary of £28.5k per year.

Qualifications

• Experience in customer service, preferably in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to resolve issues with empathy and efficiency.

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 enhancing FAQs to suggesting process improvements
• Recognising customers who may need additional support and ensuring they receive the help they need

Skills

Customer service

Communication skills

Problem solving

Job description

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 Fixed) - Monday to Friday 5:30pm - 2:00am

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