Customer Service Manager - Midnights

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. 

Working Pattern & Flexibility 🦉

To provide seamless support for our customers, this role requires a flexible approach to scheduling. The standard working pattern is based on a 4-day condensed week, consisting of 10-hour shifts.

While shift patterns may evolve to meet changing business requirements, a typical schedule would look like this:

• Monday: 2:00 PM – 1:00 AM
• Tuesday: 3:00 PM – 2:00 AM
• Wednesday: 3:00 PM – 2:00 AM
• Thursday: 3:00 PM – 2:00 AM

This schedule offers a consistent three-day weekend while ensuring high-impact leadership during peak US operational hours.

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. Check out our benefits:

🏥 Private Healthcare including dental and optician 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
🚘 Lease a brand-new electric car through our 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
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)