Customer Service Team Leader

capitalontap; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Private healthcare

Worldwide travel insurance

Pension scheme with up to 7% matching

28 days of annual leave plus public/bh

Enhanced parental leave

Annual learning and wellbeing budget

Six therapy sessions per year

Salary sacrifice schemes

Season ticket loan

Anniversary rewards

Office refreshments

Job summary

Capital on Tap is seeking a Senior Customer Service Team Lead to manage a remote team of about 10 agents supporting small business customers. You will drive performance, coaching, engagement, and service quality while removing obstacles.

You will work with stakeholders to implement improvements, use basic data to inform decisions, and handle escalations, including after-hours shifts. The role offers comprehensive benefits and a flexible setup.

Qualifications

• Contact centre experience and the ability to lead a dynamic team on an out-of-hours schedule.
• Proven track record of coaching and developing others.
• Natural leadership with confidence giving and receiving feedback.
• Strong attention to detail and interest in process improvements.
• Comfort using basic data to inform decisions and assess performance.
• Evidence of delivering strong results; experience with shifts or unsociable hours is helpful.

Responsibilities

• Lead and support a team of agents, setting clear expectations for customer outcomes and day-to-day performance.
• Develop team members through regular one-on-ones, coaching, huddles, and team meetings.
• Act as an escalation point, including during out-of-hours shifts, helping agents resolve challenging situations.
• Identify and address barriers that prevent the team from delivering effective service.
• Work with internal stakeholders and support the Customer Service Manager on departmental improvements.
• Use team results and basic data to spot opportunities to improve processes and service delivery.

Skills

Contact centre experience

Coaching

Leadership

Process improvement

Data-driven decisions

Results delivery

Job description

Role overview

Lead a team of around 10 customer service agents supporting small business customers. The role focuses on team performance, coaching, engagement, and service quality, while helping remove obstacles and contribute to improvements across the wider customer service function.

Responsibilities

• Lead and support a team of agents, setting clear expectations for customer outcomes and day-to-day performance.
• Develop team members through regular one-to-ones, coaching, huddles, and team meetings.
• Act as an escalation point, including during out-of-hours shifts, and help agents resolve challenging situations.
• Identify and address barriers that prevent the team from delivering effective service.
• Work with internal stakeholders and support the Customer Service Manager on departmental improvements.
• Use team results and basic data to spot opportunities to improve processes and service delivery.

Requirements

• Contact centre experience and the resilience to lead a dynamic team on an out-of-hours schedule.
• A track record of coaching and developing others successfully.
• Natural leadership ability and confidence giving and receiving constructive feedback.
• Strong attention to detail and an interest in finding process improvements.
• Comfort using basic data to inform decisions and assess performance.
• Evidence of delivering strong results; experience with shifts or unsociable hours is helpful.

Nice to have

Experience in financial services is a plus.

Benefits and work setup

The role is remote, with flexibility to attend an office in Cardiff when required. The fixed schedule is Monday to Friday, 5:30 p.m. to 2:00 a.m.

• private healthcare
• worldwide travel insurance
• a pension scheme with up to 7% matching
• 28 days of annual leave plus public holidays
• enhanced parental leave
• an annual learning and wellbeing budget
• six therapy sessions per year
• salary sacrifice schemes
• a season ticket loan
• anniversary rewards
• office refreshments