Customer Service Advisor - Nights

Remote Worker LTD.; United States; Remote; USD 35,000 - 43,000; Full time

Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Pension with 7% match

EV salary sacrifice

28 days holiday

Learning & Wellbeing budget

Enhanced Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog friendly offices

Free drinks and snacks

Job summary

Capital on Tap seeks a Customer Service professional to support SME customers remotely from the UK. You will handle inquiries via phone, email, and live chat, delivering clear, practical solutions in a fast-paced environment.

You will own cases end-to-end, ensure accuracy, and continuously align with evolving policies. The role starts with 4 weeks of training and follows a 4-on, 4-off shift pattern with evening to overnight hours.

Qualifications

• Strong customer service experience in a contact centre environment
• Excellent verbal and written communication skills
• Sound judgement when handling complex inquiries

Responsibilities

• Provide friendly, professional support via phone, email, and live chat
• Own and resolve customer issues from start to finish
• Keep up to date with products and policies to ensure accurate guidance

Skills

Customer service

Verbal communication

Written communication

Ownership mindset

Problem solving

Empathy

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!

UK-based remote role — you must be located in the UK with the right to work in the UK.

Starting salary - £29,500

Upcoming start dates - 2nd November and 16th November

37.5 hours a week. This role follows a 4 on, 4 off rotation. Start times will be between 1800-2000 and finish times between 0600-0800. You will work 11 hour shifts on your working days.

Training for this role will be 4 weeks of 9-5.30pm training (remote), followed by 2-3 weeks of on the job training (flexible times). At the conclusion of this on the job training, you will move to your shift pattern.

Customer Service/Customer Operations

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. You will play 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

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.

We’re Looking For

• Strong customer service experience within a contact centre environment
• Excellent 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

Remote Working Requirements

• A quiet, secure home working space with reliable high-speed internet.
• Comfortable working structured shifts from home while staying organised, focused, and engaged.
• Strong self-management skills and confidence using multiple systems at once.

We’ll provide all the equipment you need to succeed.

Interview Process

• Stage 1: 15-minute telephone interview with Talent Partner
• Final Stage: 45-minute video interview with 2 of our Customer Service Team Leaders

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.

• 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

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