Customer Service Manager, Capital on Tap
Midnights
Salary not provided
Mid and Senior level
Remote from UK
Credit card built for small businesses
Be an early applicant
Credit card built for small businesses
501-1000 employees
FintechB2BBankingPaymentsLendingCredit cards
Be an early applicant
Salary not provided
Mid and Senior level
Remote from UK
501-1000 employees
FintechB2BBankingPaymentsLendingCredit cards
Company mission
To make running a small business as easy as possible.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Application process
- 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.)
Our take
Capital on Tap is going against the national trend which, since the financial crash in 2008, has seen the banks dial back the amount they lend to SMEs by 50%. Yet, in that same time, the number of UK SMEs has risen by 30%.
UK SMEs are the backbone of a complex economy that is constantly changing so the need for fast and responsive access to finance is becoming more and more important to ensure their success and growth.
Capital on Tap allows British SMEs access to a credit card with up to £250,000 credit within minutes. Gone are the days when waiting up to eight weeks for a loan decision was viable.
The company has raised significant funding too, which has allowed it to expand to the US and accelerate small business growth. With the company reporting to have attracted more than 200,000 SMEs to use its service and these users have spent over £10B, Capital on Tap is certainly on track for even more success.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
11 people
Richard Cushion, Tech Ops & Sales Ops Team Lead
Our mission
We lend firepower to major strategic projects, working with teams to improve processes, smooth workflows, and improve customer experience.Insights
Top investors
Company
Funding (1 round)
Oct 2021
$605.1m
LATE VC
Total funding: $605.1m
Company benefits
- Health benefits include private healthcare insurance, free therapy sessions and eye care vouchers
- Subsidised gym membership and company sports teams
- We contribute 4% to your pension (with up to 7% match) through our pension plan
- Cycle to work scheme, annual travel card loan and parking space loans for the Cardiff office
- Our London office has access to bike storage and shower facilities
- Worldwide Travel Insurance cover through Vitality
- You get 28 days of holiday exclusive of bank holidays every year
- After 4 years, you can take a 4 week paid sabbatical
- If you are a new parent, you can enjoy enhanced parental leave
- Every year, you have access to a £1000 learning budget to spend on anything that helps your development
- We also hold company knowledge sharing including show and tells and our own version of TED talks
- Our Happy Club organises monthly socials including quiz nights, scavenger hunts, and celebrations of all occasions whether it's PRIDE, religious holidays or another tradition
- You can also enjoy regular team socials to bond with your team!
- We have an array of company clubs including netball, football, and book clubs. Or start your own!
- For your first anniversary, you'll receive a reward of £250 to pilot something new in your personal life. When you reach 2 years, you will receive £500 to Be a Buddy to a loved one. The rewards just keep getting better with every year you're with us!
- Take your colleague to lunch with our 'Be a Buddy Lunch' or receive a referral bonus if you recommend your brilliant friends to join the team
Company values
- Just pilot: Our company is built on piloting new ideas, we know our job is never done. We ask questions, we figure it out. We only build what our customers want
- Be a Buddy: It’s never not my job. Tap in from day one. We do the right thing
- Why not today?: Fast is as slow as we go. Take ownership and raise the bar. Keep things simple
Company HQ
Finsbury, London, UK
Articles
Leadership
Damian Brychcy
(CEO)Previously co-founded Colossus where they served as CEO. Also served as an Attorney at Kilpatrick Townsend & Stockton.
Diversity, Equity & Inclusion at Capital on Tap
Fay Sumner (Head of Talent)
- At Capital on Tap, we want to be a place where a diverse mix of talented people want to come and do their best work but most importantly feel included and be their authentic selves. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are.
- We have put a lot of time into developing an inclusive recruitment strategy to ensure our hiring practices are as inclusive as possible. All hiring managers have attended inclusive recruitment training and we have introduced objective skills testing.
- When speaking to teams across the company, the majority of teams felt that we are a diverse community with a huge mix of backgrounds and many people commented it was the most diverse place they’ve worked.
- Over the last year, we have started to share our own stories and experiences. Groups across the company commented how much they have enjoyed learning from each other and educating ourselves on different areas of diversity. They also felt these talks and discussions bridge the gap between different offices and teams.
- We have celebrated and recognised pride weeks, we spent the week highlighting the culture of South Asian heritage month and have also learnt about Black History in both the US and UK and LGBTQ+ History across the world through film and book discussions.
- We have reflected on our own mental health and how to support ourselves and others. Senior leaders have spoken openly about their experiences and struggles, embedding a culture where it’s ok to speak up if or when you need support. We partnered with That Day mental health support for our UK employees so that everyone is able to access the support and help when they need it.
- Rolled out inclusive management training to all managers on how to run an inclusive and purposeful 1-on-1 and how to create belonging in distributed teams. We have recently rolled out Management on Tap training sessions with the aim to support our managers to feel confident to support their team in the best way possible.
- These commitments are just a snippet of what we have done so far and something that we regularly visit and discuss within Capital on Tap as we know our job is never done. We continuously challenge ourselves to ensure we are taking the right approach, to ensure that we are and continue to be a diverse and inclusive place to work.
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