Customer Service Team Lead - Night Shifts (Remote-friendly)

Capital on Tap; United States; Hybrid; USD 43,000 - 56,000; Full time

Benefits offered by this job

Private Healthcare including dental

Worldwide travel insurance

28 days holiday plus bank holidays

Pension scheme

Cycle to Work

Annual Learning budget

Enhanced Parental Leave

Dog Friendly Offices

Job summary

Capital on Tap is hiring a Team Leader for its Customer Service department in Cardiff with hybrid work options. You’ll lead a 10-strong agent team, coach them, and partner with the Customer Service Manager to drive improvements.

You’ll build relationships with internal teams, handle escalations, and handle out-of-hours coverage. A passion for developing people and delivering great service is essential.

Qualifications

• Experience leading a customer service team in a contact centre.
• Proven coaching success with development plans.
• Ability to analyse basic data to support decisions.

Responsibilities

• Lead a team of around 10 agents to deliver customer and business outcomes.
• Develop team capability through 1:1s, coaching, huddles, and team meetings.
• Support the Customer Service Manager in delivering department improvements.
• Build strong relationships with internal stakeholders.
• Act as escalation point for team support, including out-of-hours shifts.
• Identify and remove barriers to deliver excellent service.

Skills

Leadership

Contact centre experience

Coaching

Data analysis (basic)

Attention to detail

Feedback

Job description

Capital on Tap is hiring a Team Leader for its Customer Service department in Cardiff with hybrid work options. You’ll lead a 10-strong agent team, coach them, and partner with the Customer Service Manager to drive improvements.

You’ll build relationships with internal teams, handle escalations, and handle out-of-hours coverage. A passion for developing people and delivering great service is essential.