Customer Service Advisor – Midnights Team Fixed

Jobicy; United States; A distancia; USD 34.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Healthcare including dental

Worldwide travel insurance

Pension scheme

Learning and wellbeing budget

Therapy sessions

Dog friendly offices

Free drinks and snacks

Descripción de la vacante

Capital on Tap in the UK is seeking a Customer Service Team member to support business owners by phone, email and live chat, providing friendly, professional assistance and taking ownership of each interaction from start to finish. You will resolve issues efficiently, listen carefully to understand concerns, and keep up to date with our products and policies to offer accurate guidance.

The role runs Monday to Friday, 5:30pm–2:00am UK time, delivering strong service and building lasting

Formación

• Experience in customer service, ideally within financial services.
• Strong verbal and written communication skills, clear and professional.
• Proven ability to handle a high volume of requests with accuracy.

Responsabilidades

• Provide friendly, professional support to customers via phone, email and live chat.
• Resolve issues efficiently with ownership from start to finish.
• Listen carefully to understand concerns and deliver fair, practical solutions.
• Keep up to date with products and policies to provide accurate guidance.
• Proactively identify ways to improve the customer experience and FAQs.
• Recognise customers who may need additional support and assist accordingly.

Conocimientos

Customer service

Communication

Judgement

High volume

Proactivity

Empathy

Independence

Descripción del empleo

We’re Capital on Tap It 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 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.

Interview Process

• Stage 1: First stage: 30-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:

• Private Healthcare including dental and opticians 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
• Octopus EV Salary Sacrifice Scheme
• 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.

Other Info

• Check out our ‘Top Tips’ for interviewing.
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• Email [e-mail] if you have any questions.