Customer Support Agent New Cardiff

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 isn’t just a customer support role — it’s an opportunity to make a genuine impact. You’ll be part of a highly skilled team that helps business owners every day, while developing your own expertise within a leading fintech.

We encourage you to take ownership, contribute ideas, and play a part in shaping how we support our customers.

🏢 This is a hybrid based role in our Cardiff City Centre Office. Once you’ve successfully completed probation, you’ll work 3 days in the office and 2 from home each week.

What You’ll Be Doing ✨

• Managing customer enquiries promptly and professionally across multiple channels
• Applying your financial services knowledge to deliver accurate and compliant information
• Handling complex queries with confidence, using strong judgment and clear communication
• Resolving customer concerns efficiently while maintaining a positive experience
• Identifying opportunities for process improvement and suggesting enhancements
• Recognising and supporting customers who may be vulnerable or in need of additional care

You’ll be trusted to make decisions, use your expertise, and represent the Capital on Tap brand with professionalism and empathy.

Shifts ⏰

We offer a range of shift patterns to ensure our customers are supported around the clock.

Part‑time Team

• Monday – Friday, 9am – 1pm

Core Team

• Working Monday‑Saturday (1 Saturday every 6 weeks), 8am – 8pm, on a rotating 6‑week pattern:
  • Week 1: 8am – 4:30pm
  • Week 2: 8am – 4:30pm
  • Week 3: 9am – 5:30pm (+ Saturday shift)
  • Week 4: 9am – 5:30pm
  • Week 5: 9:30am – 6pm
  • Week 6: 11:30am – 8pm

Midnights Team

• Working Monday‑Friday, rotating every other week:
  • Week 1: 12:30pm – 9pm
  • Week 2: 3:30pm – Midnight

We’re Looking For ✨

• Minimum 2 years’ experience working in financial services (essential)
• Strong understanding of regulatory requirements and customer due diligence processes
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly
• Proven experience managing high volumes of customer enquiries while maintaining accuracy and compliance
• Proactive approach to solving problems, ensuring resolutions are delivered “right first time”
• Ability to work independently and collaboratively within a fast‑paced, professional environment

Diversity & Inclusion 🌈

At Capital on Tap, we’re committed to building a diverse and inclusive workplace where everyone feels valued. We welcome applications from people of all backgrounds, experiences, and perspectives.

Great Work Deserves Great Perks

• Salary from £25,000 + monthly bonuses
• 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
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycling 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: 15‑minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either Tuesday 2nd, Wednesday 3rd or Thursday 4th of December (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.)