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- Tasks: Lead and mentor a team to enhance customer service through training and real-time coaching.
- Company: Join Capital on Tap, a fintech helping small businesses thrive globally.
- Benefits: Enjoy private healthcare, 28 days holiday, and a fun office environment with perks.
- Why this job: Make a real impact in a fast-paced role while developing your leadership skills.
- Qualifications: Experience in Learning & Development or coaching in a customer service setting is essential.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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 a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.
What You’ll Be Doing
- As the Customer Success Manager, you will be the driving force behind the performance, knowledge, and readiness of our frontline operational teams.
- You will be responsible for executing critical Learning & Development (L&D), Onboarding, and Real-Time Coaching (RTC) strategies.
- This pivotal role requires you to own the entire training lifecycle, from designing engaging materials and facilitating new starter onboarding to overseeing the transition process into the live environment.
- Ensure that real-time support, live listens, and dedicated coaching sessions drive measurable improvements in customer interaction quality and agent performance across calls, chats, and emails.
- Lead, mentor, and manage a team of Specialists, conducting regular one-to-ones, performance reviews, and setting clear objectives focused on quality and speed to proficiency.
- Design and manage team rotas and scheduling to ensure full coverage for training delivery, RTC, and frontline support duties.
- Own and oversee the L&D strategy, including onboarding, continuous improvement, and knowledge gaps analysis.
- Directly manage the design, review, and continuous update of training materials, SOPs, and facilitation guides to ensure accuracy, compliance, and engagement.
- Oversee the successful execution of new starter onboarding programs, ensuring all agents achieve competency and compliance standards.
- Coordinate the transition of new hires from training to live support with structured guidance and real-time intervention.
- Own the Real-Time Coaching (RTC) strategy, ensuring specialists conduct effective live listens and provide immediate, impactful support to agents handling calls, chats, and emails.
- Analyse quality scores and performance data to identify systemic coaching needs, designing targeted interventions to elevate frontline performance and customer satisfaction.
- Drive continuous improvement by ensuring the team delivers timely, high-impact briefings and knowledge updates to all relevant operational teams.
- Act as the primary point of contact between Operations and the L&D/Coaching team, ensuring alignment on key priorities, performance gaps, and rollout of new initiatives.
Requirements
- Proven experience leading a team focused on Learning & Development or Real-Time Coaching within a fast-paced Customer Service or Contact Centre environment, ideally in Financial Services.
- Demonstrable expertise in learning principles, instructional design, and facilitating engaging training sessions for diverse audiences.
- Strong coaching and mentoring skills, with the ability to influence performance and drive behaviour change through feedback and support.
- Experience in operational scheduling, rota management, and workload planning for a dynamic support function.
- A strategic mindset coupled with strong analytical skills, capable of using performance data to shape coaching strategies.
- Excellent communication skills, capable of delivering complex information clearly and concisely to frontline staff and senior leaders.
- A proactive, organised, and resilient leader who thrives in a role where stability, speed, and quality are paramount.
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
Interview Process
- First stage: 30 minute intro and values call with Talent Partner (Video call)
- Second stage: 60 minute CV overview and experience interview with Head of Department (In Person or Video Call)
- Final stage: 60 minute stakeholder interview with other Heads of Department (In person)
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).
Customer Success Manager New Cardiff employer: Capital on Tap
Contact Detail:
Capital on Tap Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager New Cardiff
✨Tip Number 1
Get to know the company inside out! Research Capital on Tap's mission, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer success and coaching. Think about your past experiences and how they align with the role, so you can share relevant stories that highlight your skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially even a referral, which can really boost your chances of landing that job.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Success Manager New Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Learning & Development and coaching. We want to see how your skills align with the role of Customer Success Manager, so don’t hold back on showcasing your relevant achievements!
Show Your Passion: Let your enthusiasm for helping small businesses shine through! We love candidates who are genuinely excited about our mission. Share any personal experiences or insights that connect you to our goal of supporting small business owners.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. We appreciate a well-organised application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Capital on Tap
✨Know Your Stuff
Before the interview, dive deep into Capital on Tap's mission and values. Understand their all-in-one business credit card and spend management platform. Being able to discuss how your experience aligns with their goals will show that you're genuinely interested and prepared.
✨Showcase Your Coaching Skills
As a Customer Success Manager, you'll need to demonstrate your ability to lead and mentor. Prepare examples of how you've successfully trained or coached teams in the past. Highlight specific strategies you used to improve performance and engagement.
✨Be Data-Driven
Capital on Tap values analytical skills, so be ready to discuss how you've used data to shape coaching strategies. Bring examples of how you've analysed performance metrics to identify areas for improvement and the impact of your interventions.
✨Engage with Questions
Prepare thoughtful questions about the role and the team dynamics. Ask about their current challenges in Learning & Development or Real-Time Coaching. This not only shows your interest but also helps you gauge if the company culture is the right fit for you.
