Capital on Tap · 9 hours ago
Customer Service Manager - Midnights
United States
Full-time
Remote
Mid, Senior LevelCapital on Tap is a fintech company dedicated to helping small business owners through their all-in-one business credit card and spend management platform. The Customer Service Manager will lead night-shift operations, ensuring high standards of support for both UK and US markets while driving operational excellence and team development.
Credit CardsFinanceFinancial ServicesFinTech
Responsibilities
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
Qualification
Required
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
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
Company
Capital on Tap
Capital on Tap is a fintech company that provides a business credit card and spend management platform for small businesses.
Founded in 2012
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$4.68BKey Investors
BNP Paribas CIBAtalaya Capital
2025-11-20Debt Financing· $655.89M
2025-05-22Debt Financing· $872.6M
2025-02-21Debt Financing· $947.47M
Leadership Team
Damian Brychcy
Chief Executive Officer
Jamie Howard
CTO
Recent News
2026-01-16
2025-12-10
2025-11-23
Company data provided by crunchbase