---
title: 'Customer Service Team Leader at Capital on Tap'
canonical: 'https://feeny.ai/job/customer-service-team-leader-capital-on-tap-cardiff-z3e66qj503av'
type: 'job'
last_seen: '2026-10-29'
---

# Customer Service Team Leader at Capital on Tap

- **Company:** Capital on Tap
- **Location:** Cardiff, United Kingdom
- **Posted:** 2026-10-22
- **Last confirmed live:** 2026-10-29
- **Apply:** https://job-boards.greenhouse.io/capitalontap/jobs/8900103002

## Job description

We’re Capital on Tap 👋 💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

📍 Cardiff | 🏢 Remote with flexibility to be in office when required.

Customer Service 🚀 We’re not just another contact centre — we’re the team small business owners rely on every day. You’ll have the space to solve problems creatively, make confident decisions, and see the real impact of your work.

As a Team Leader, your role is to drive performance, engagement, and development within your team while creating a supportive and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing.

## What You’ll Be Doing 🗃️

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

## Our Values & Culture 🌞

- Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
- Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
- Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
- Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
- Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

- Natural leadership ability with resilience to manage a dynamic out-of-hours team.
- Contact centre experience (financial services experience is a bonus).
- Passion for coaching and developing others with proven coaching success.
- Strong attention to detail and ability to identify process improvements.
- Comfortable analysing and using basic data to support decisions.
- Growth mindset with confidence giving and receiving feedback, including managing up.
- Track record of delivering strong results (shift or unsociable hours experience is a plus).

Shifts ⏰

Fixed 5.30pm - 2.00am Monday - Friday

Interview Process 🤝

- Stage 1: 30-minute video interview with Talent Partner
- Stage 2: 60-minute in person interview with the Manager of Customer Service Midnights Team
- Final stage: 60-minute leadership and cultural fit with our Head of Customer Service

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 opticians 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 🚘 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

Check out more of our benefits, values and mission[here](https://www.capitalontap.com/en/company/careers/). Other Info 👍Check out our [‘Top Tips’ for interviewing.](https://www.capitalontap.com/en/blog/posts/acing-your-interviews-with-capital-on-tap/) ✔️Keep updated on new job opportunities by following us on [Linkedin](https://www.linkedin.com/company/capital-on-tap). 📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply! 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.)

## About Capital on Tap

## Company Overview
- **One-liner**: Capital on Tap provides fast, accessible business credit cards and savings accounts to small and medium-sized businesses, using proprietary technology to streamline funding and expense management.
- **Entity Type**: Private (Venture Capital-backed)
- **Headquarters**: London, UK (Global HQ); Atlanta, USA (US HQ); with additional offices in Cardiff, Manchester, Brighton, New York, and Porto.
- **Founded**: 2012
- **Founders**: David Luck (Executive Chairman) and Damian (CEO, current)

## Core Business
- **Primary industry**: Fintech – Small Business Lending, Business Credit Cards, Business Savings.
- **Target customers**: B2B – Small and medium-sized business owners, entrepreneurs, freelancers, and contractors in the UK and US.
- **Mission or purpose statement**: "Make running a small business as easy as possible." [capitalontap.com](https://www.capitalontap.com/en/company/about/)

## Products & Services
- **Business Credit Card**: A purpose-built credit card for small businesses offering credit limits up to £250,000, unlimited 1% cashback on all spending (redeemable for cash, Avios, gift cards, or against balance), no annual fees, no FX fees, and no ATM fees. Integrates with accounting software and allows issuance of cards to employees and directors. [capitalontap.com](https://www.capitalontap.com/en/)
- **Business Savings Account**: Launched in 2025, powered by ClearBank. Offers competitive interest rates with instant access, no fees, and no deposit restrictions. Complements the credit card to provide a full cash management solution. [capitalontap.com](https://www.capitalontap.com/en/company/about/)
- **Preloading**: A feature allowing businesses to preload funds onto their card for tighter spend control.
- **Team Management**: A feature for managing employee cards, setting limits, and tracking spending.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company).
- **Key Metric**: Has provided over **£20 billion** in funding to more than **200,000 small businesses** across the UK and US (as of 2025). [capitalontap.com](https://www.capitalontap.com/en/company/about/)
- **Notable Investors/Partners**: Partner banks include **WebBank** (for US card issuance) and **ClearBank** (for savings accounts). The company has also raised venture capital, though specific lead investors are not repeatedly named in public materials.
- **Growth Signals**:
    - Named by the **Financial Times** as one of the **Fastest Growing Companies in Europe for 5 consecutive years**.
    - Expanded from UK to US in 2021, and opened new offices in Porto, Manchester, and New York.
    - Launched a new savings account product in 2025.
    - Hit £20 billion in total funding to customers in 2025.
    - Ambition to partner with **1 million businesses by the end of 2025**. [greenhouse.io](https://job-boards.greenhouse.io/capitalontap/jobs/8498232002)

## Competitive Advantages
- **Proprietary Underwriting**: A bespoke, automated underwriting system that allows for quick applications and funding approvals, reducing friction for small businesses.
- **All-in-One Platform**: Combining credit and savings in one place, with integrated accounting software connections, rewards, and team management tools.
- **No-Fee Model**: No annual, FX, or ATM fees is a strong differentiator in the business credit card market.
- **Customer-Centric Focus**: 24/7 UK-based customer support and a mission built entirely around solving small business pain points.
- **Strong Track Record**: Over a decade of lending, with a proven model and a large, growing customer base.

## Strategic Focus
- **Product Expansion**: Deepening the suite of financial tools for small businesses (e.g., adding savings accounts in 2025).
- **Geographic Growth**: Continuing to scale in the US market while strengthening UK leadership.
- **Technology & Automation**: Investing in AI and data science to improve risk management, fraud detection, and customer experience (evidenced by hiring for AI Operations, Data Science, and Engineering roles).
- **Customer Acquisition**: Targeting the ambitious goal of 1 million business partners.

## Why Work Here
- **Culture & Values**: Emphasizes ownership ("Spotted something that could be done better? Great! Tell us about it, own it, and get it done"), continuous learning, and a "pilot" mentality (testing new ideas). Values include: "Fast is as slow as we go," "Take ownership and raise the bar," and "Keep things simple."
- **Learning & Growth**: Provides a **$1,250 annual learning budget** per employee for conferences, courses, subscriptions, and books. Strong focus on internal mobility and career development. [capitalontap.com](https://www.capitalontap.com/en/us/company/careers/)
- **Office Life & Perks**:
    - Free breakfast, snacks, and drinks daily.
    - Offices in central, accessible locations (e.g., Midtown Atlanta, London).
    - Regular social events run by a "Happy Club" (quiz nights, scavenger hunts, summer parties).
    - Employee-led clubs (book club, gaming club, sports teams, LGBTQIA+ group).
- **Benefits**:
    - 20 days PTO, plus enhanced paid holidays.
    - **4-week paid sabbatical** after 4 years of service.
    - 401k with company match (US: 100% match on first 3%, 50% on next 2%).
    - Health, dental, and vision coverage.
    - Pet insurance, legal aid, and free therapy sessions.
- **Work Model**: Hybrid/office-based roles advertised across multiple locations (London, Cardiff, Manchester, Brighton, New York, Porto). The company has a strong office presence.
- **Diversity & Inclusion**: Active employee resource groups and events for Black History Month, Pride Week, International Women’s Day, etc.

## Sources
1. [capitalontap.com - About Us](https://www.capitalontap.com/en/company/about/)
2. [capitalontap.com - Careers](https://www.capitalontap.com/en/us/company/careers/)
3. [capitalontap.com - Main Site](https://www.capitalontap.com/en/)
4. [greenhouse.io - Jobs at Capital on Tap](https://job-boards.greenhouse.io/capitalontap)
5. [greenhouse.io - Job Description Example](https://job-boards.greenhouse.io/capitalontap/jobs/8498232002)

## Other roles at Capital on Tap

- [Business Development Manager](https://feeny.ai/job/business-development-manager-capital-on-tap-london-9dzp99ynn3ek) — London, United Kingdom
- [Customer Service Advisor - Midnights Team Fixed](https://feeny.ai/job/customer-service-advisor-midnights-team-fixed-capital-on-tap-united-kingdom-qjm84q9w6wwp) — United Kingdom
- [(Group) Engineering Manager](https://feeny.ai/job/group-engineering-manager-capital-on-tap-london-54yr10s80bs6) — London, United Kingdom
- [Reconciliation Operations (RecOps) Specialist](https://feeny.ai/job/reconciliation-operations-recops-specialist-capital-on-tap-cardiff-fcjnpv3x2wtp) — Cardiff, United Kingdom
- [Senior Credit Operations Associate](https://feeny.ai/job/senior-credit-operations-associate-capital-on-tap-london-gmew9w2xhwdb) — London, United Kingdom
- [Platform Engineer](https://feeny.ai/job/platform-engineer-capital-on-tap-london-w23hc64m4tev) — London, United Kingdom
- [Cloud Platform Engineer](https://feeny.ai/job/cloud-platform-engineer-capital-on-tap-london-f2d2tpq7nfp5) — London, United Kingdom
- [Flutter Engineer - Platform](https://feeny.ai/job/flutter-engineer-platform-capital-on-tap-london-dek5jjzc3kn8) — London, United Kingdom
- [Team Lead Platform Engineering](https://feeny.ai/job/team-lead-platform-engineering-capital-on-tap-london-rtcwy9wzket0) — London, United Kingdom
- [AI Specialist](https://feeny.ai/job/ai-specialist-capital-on-tap-london-khamg6e82g1j) — London, United Kingdom