Customer Support Officer - Capital on Tap : Job Details

We’re 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 200,000 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 is an office-based 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 1day from home.

What You’ll Be Doing

You’ll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don’t want to get in the way. You’ll solve problems, fix things that aren’t working for them, and give them a leg up when they need it. Most importantly, you’ll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, email and chat
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers' needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts

You’ll be joining our core customer service team. Working Monday–Saturday (1 Saturday in every 6 weeks), between the hours of 8am–8pm. Rotating 6-week pattern:

• Week 1: 8am – 4:30pm
• Week 2: 8am – 4:30pm
• Week 3: 9am – 5:30pm
• Week 4: 9am – 5:30pm
• Week 5: 9:30am – 6pm
• Week 6: 11:30am – 8pm

We’re Looking For

• A minimum of 2 years of customer service experience
• Great communication skills, can communicate with a wide variety of people both verbally and in writing
• Experience using CRM’s
• An excellent problem solver who can focus on providing our customers with resolutions quickly
• The ability to manage high volumes of enquiries without compromising service quality
• Can work independently and as part of a team in a fast-paced environment

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 believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:

• Salary from £25,000 monthly bonuses
• Private Healthcare, including dental and optical 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
• 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 Tuesday 9th, Thursday 11th, Tuesday 16th or Thursday 18th September (In person)
• Start date: Monday, 20th October 2025