Customer Support Team Leader
Customer Support Team Leader
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Job Description
Were 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 allinone business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 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.
Check out the development opportunities in the Customer Support team.
This is an officebased role; the Customer Support team works from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in the office 4 days a week and 1 day from home.
What Youll Be Doing
As a Team Lead your primary role is to drive performance growth and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your teams results satisfaction and overall wellbeing. Youll use your leadership skills to cultivate a highperforming ambitious team and ensure industryleading customer service.
- Lead a team of up to 10 agents to deliver exceptional outcomes for customers and the business.
- Support the Customer Support Manager in driving positive departmental changes.
- Develop team skills through 1:1s coaching huddles and meetings.
- Build strong relationships with key internal stakeholders.
- Act as an escalation point for team support when needed.
- Remove obstacles preventing agents from delivering outstanding service.
Shifts
Youll be joining our core Customer Service team. Working MondaySaturday (1 Saturday in every 5 weeks) between the hours of 8am 8pm. Shift patterns are:
- Week 1: 8am 4:30pm (MondayFriday)
- Week 2: 8am 4:30pm (MondayFriday)
- Week 3: 9am 5:30pm (MondaySaturday)
- Week 4: 9am 5:30pm (TuesdayFriday)
- Week 5: 11:30am 8pm (MondayFriday)
Were Looking For
- Contact centre experience is essential.
- Strong attention to detail with the ability to identify and address inefficiencies.
- Experience analysing and interpreting basic data sets.
- A growth mindsetcomfortable making mistakes learning and improving.
- Genuine passion for team development
- Confidence in giving and receiving constructive feedback including managing up.
- A drive for success backed by a track record of achieving results in previous roles.
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:
Salary.
Private Healthcare including dental and optician services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
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
DogFriendly Offices
Free drinks and snacks in our offices
Check out more of our benefits values and mission here.
Interview Process
- First stage: 30minute intro and values call with Talent Partner via Video call
- Create a presentation to present at the final stage (details provided upon confirmation of final stage)
- Final stage: 60minute competencybased interview and presentation with our Customer Support Manager Head of Customer Support and People Partner in person.
Other Info
Check out ourTop Tips for interviewing.
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Email if you have any questions.
Excited to work here Apply!
If youd 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.)
Employment Type
Full Time
