Customer Service Advisor – Midnights Team

About Capital on Tap

Capital on Tap began with a mission to fix the underserved small business market. Today, we're a leading financial platform offering a best-in-class business credit card, a spend management platform, a successful savings product, and a suite of tools designed to simplify running a small business. With over 1,000 employees, £20bn in annual card spend, and a 4.7-star Trustpilot rating from over 17,000 reviews, we are profitable and still just getting started.

About the Role

We are seeking empathetic and proactive individuals to join our Customer Service Team. As the friendly voice of Capital on Tap, you'll be the first point of contact for our business owners, providing support via phone, email, and live chat. This role is crucial in enhancing customer experience and building strong relationships by delivering clear, practical solutions and taking ownership of every interaction.

️ Location & Schedule

• Location: Remote - UK
• Hours: 37.5 hours per week
• Shifts: Monday - Friday, with a 2-week rotating pattern between 12 noon and midnight. Week 1: 12:30 PM - 9:00 PM. Week 2: 3:30 PM - 12:00 AM (Midnight).

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.
• Recognizing 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.
• 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.
• 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.

Even if you don’t have all the necessary skills, we still encourage you to apply.

Interview Process

• Stage 1: 20-minute intro and values call with Talent Partner (Video call).
• Stage 2: 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 offer a range of fantastic benefits, including:

• Private Healthcare (including dental and opticians services) through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (including a 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

Find out more about our benefits, values, and mission here.

Other Info

• Check out our ‘Top Tips’ for interviewing.
• Stay updated on new job opportunities by following us on LinkedIn.
• Questions? Email careers@capitalontap.com.

Ready to apply?
If you’re excited to progress your career within our fast-growing, profitable fintech, click apply! We aim to respond within 3 working days (up to 5 during busy periods).