Customer Support Team Leader Midnights
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Were looking for a leader who can thrive during these non-traditional hours building a close-knit high-performing team that delivers exceptional service when our US customers need it most.
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 well-being. Youll use your leadership skills to cultivate a high-performing ambitious team and ensure industry-leading customer service.
- Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business.
- Develop team skills through 1:1s coaching huddles and meetings.
- Support the Customer Support Manager in driving positive departmental changes.
- Build strong relationships with key internal stakeholders.
- Act as an escalation point for team support when needed especially during unsociable hours.
- Remove obstacles preventing agents from delivering outstanding service.
Shifts
Youll be joining our Customer Support Midnights team ensuring critical support for our global customer base. Working a Monday-Friday rota. Shift patterns are:
- Week 1: 12:30pm - 9pm
- Week 2: 3:30pm 12:00am (Midnight)
Were Looking For
Were seeking a natural leader with the drive and resilience to manage a dynamic out-of-hours team.
- Contact centre experience is essential and a bonus if its in Financial Services
- Genuine passion for team development and a track record of coaching success.
- Strong attention to detail with the ability to identify and address inefficiencies.
- Experience in analysing and interpreting basic data sets.
- A growth mindsetcomfortable making mistakes learning and improving.
- 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.
- Someone who has worked similar shifts or unsociable hours is a plus!
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 (-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
We want to make sure you get a great feel for what its like to work here:
- First stage: 30-minute intro and values call with Talent Partner (video call)
- Second stage: 60-minute CV overview and competency-based interview with our Midnights Customer Support Manager (in-person/video call)
- Final stage: 60-minute cultural fit with our Daytime Customer Support Manager and Lead People Partner (in-person)
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.)
Key Skills
- Active Directory
- Information Technology
- End user
- Deskstops
- OS
- Windows
- Access Pionts
- Asset Management
- SCCM
- VPN
- Troubleshoot
- Computer information system
- hardware
- Technical Support
About Company
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