We’re Capital on Tap 👋
💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
Why Join Us?
We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.
🏡 This is a remote role. Your team will be a mixture of office based (in Cardiff) and remote employees. You must be based in the UK.
What You’ll Be Doing 🚀
Reporting to the Head of Customer Services you will lead our night-shift operations, overseeing a dedicated team of Team Leaders serving both our UK and US markets. Your mission is to maintain the highest standards of first-line support during off-peak hours, ensuring a seamless experience for our global customer base.
You will act as a strategic bridge between night-shift operations and the wider business, driving operational excellence and ensuring our nocturnal service aligns perfectly with Capital on Tap’s overarching goals.
- Enhance the US customer experience by proactively identifying friction points and spearheading process optimisation that align business goals with customer satisfaction.
- Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving.
- Build and lead a high-performing team, focusing on professional growth and personal development.
- Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose.
- Lead, mentor and support customer-facing colleagues to cultivate a culture of accountability, collaboration and continuous improvement. .
- Implement best practices and standard operating procedures to drive consistency.
- Collaborate with other departments to optimise customer interactions and identify training needs.
We’re Looking For 🔍
- A flexible people leader who thrives in non-traditional shift patterns, bringing subject matter expertise in Financial Services contact centre management to our evening/night-shift operations.
- A highly effective communicator possessing excellent leadership skills, fostering effective interaction and collaboration with key stakeholders.
- A proven track record of successfully leading and managing high-performing teams within a fast paced and dynamic environment.
- An individual who possesses a deep understanding of customer service processes and has consistently driven operational improvements.
- Analytical thinker with the ability to interpret complex data and implement evidence-based decisions.
- An adaptable, pragmatic and resilient leader with a hands-on approach to problem solving.