Customer Support Agent

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 all-in-one 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.

This isnt just a customer support role its an opportunity to make a genuine impact. Youll be part of a highly skilled team that helps business owners every day while developing your own expertise within a leading fintech.

We encourage you to take ownership contribute ideas and play a part in shaping how we support our customers.

Discover structureddevelopment opportunities within our Customer Support team.

This is a hybrid-based role in our Cardiff City Centre Office. Once youve successfully completed probation youll work 3 days in the office and 2 from home each week.

What Youll Be Doing
As a Customer Support Agent youll act as the first point of contact for our business customers. Youll provide informed professional support across phone email and live chat always ensuring an exceptional customer experience.

Key responsibilities include:

• Managing customer enquiries promptly and professionally across multiple channels
• Applying your financial services knowledge to deliver accurate and compliant information
• Handling complex queries with confidence using strong judgment and clear communication
• Resolving customer concerns efficiently while maintaining a positive experience
• Identifying opportunities for process improvement and suggesting enhancements
• Recognising and supporting customers who may be vulnerable or in need of additional care

Youll be trusted to make decisions use your expertise and represent the Capital on Tap brand with professionalism and empathy.

Shifts
We offer a range of shift patterns to ensure our customers are supported around the clock.

Part-time Team
Monday - Friday - 9am - 1pm

Core Team:
Working MondaySaturday (1 Saturday every 6 weeks) between 8am8pm on a rotating 6-week pattern:

• Week 1: 8am - 4:30pm
• Week 2: 8am - 4:30pm
• Week 3: 9am - 5:30pm ( Saturday shift)
• Week 4: 9am - 5:30pm
• Week 5: 9:30am - 6pm
• Week 6: 11:30am - 8pm

Midnights Team:
Working MondayFriday rotating every other week:

• Week 1: 12:30pm - 9pm
• Week 2: 3:30pm Midnight

Nights Team:
Working MondaySunday (2 weekends in every 4) covering between 6pm6am or 8pm8am. 4-week rolling shift pattern:

• Week 1: 4 on 3 off
• Week 2: 3 on 1 off 3 on
• Week 3: 3 off 4 on
• Week 4: 7 days off

Well talk through your preferred team and availability during the interview process.

Were Looking For
To be successful in this role you will have:

• A minimum of 2 years experience working in financial services is essential
• Strong understanding of regulatory requirements and customer due diligence processes
• Excellent communication skills both written and verbal with the ability to explain complex information clearly
• Proven experience managing high volumes of customer enquiries while maintaining accuracy and compliance
• A proactive approach to solving problems ensuring resolutions are delivered right first time
• The ability to work independently and collaboratively within a fast-paced professional environment

Youll combine professionalism and precision with a genuine passion for helping customers.

Diversity & Inclusion
At Capital on Tap were committed to building a diverse and inclusive workplace where everyone feels valued. We welcome applications from people of all backgrounds experiences and perspectives.

Great Work Deserves Great Perks
We know that great work deserves recognition. Thats why we offer a comprehensive benefits package designed to support your wellbeing and growth:

Salary from 25000 monthly bonuses
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
Dog-Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Interview Process

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Tuesday 2nd Wednesday 3rd or Thursday 4th of December (In person)
• Start date: Monday 23rd February 2026

Other Info
Check out ourTop Tips for interviewing.
Keep updated on new job opportunities by following us on Linkedin.
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.)