Capital on Tap

Customer Support

• Lead a remote team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through virtual 1:1s, coaching sessions, huddles, and team meetings.
• Support the Customer Support Manager in delivering positive departmental improvements.
• Build strong relationships with internal stakeholders in a remote working environment.
• Act as an escalation point for team support, particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Customer Service Team Leader – Nights

• Supporting customers across phone, email, and live chat.
• Taking full ownership of queries from first contact to resolution.
• Handling complex and sensitive account queries with confidence.
• Applying financial services policies and processes accurately.
• Managing high volumes while maintaining quality and professionalism.
• Identifying customers who may need extra support.
• Suggesting improvements to processes and customer resources.
• Working closely with your remote team and escalation partners.

Customer Service Team Leader – Nights

Customer Support Officer