About this role.
Capital on Tap is hiring a remote UK Customer Service Advisor for its Midnights Team, working Monday through Friday from 5:30pm to 2:00am. The role supports small-business customers across phone, email, and live chat, with end-to-end ownership of enquiries and issue resolution. The advisor will provide accurate product and policy guidance, identify customers needing additional support, and suggest customer-experience improvements. Success requires strong communication, empathy, sound judgement, high-volume case-handling ability, and comfort working independently in a fast-paced fintech environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Service Advisor role on Capital on Tap's Midnights Team. My customer support experience has strengthened my ability to communicate clearly across phone, email, and live chat while taking ownership of issues through resolution.
I would bring a calm, empathetic, and detail-focused approach to supporting small-business customers, including those with complex or sensitive concerns. I am particularly drawn to Capital on Tap's customer-first fintech mission and culture of accountability, continuous improvement, and constructive feedback.
I would welcome the opportunity to help deliver reliable, practical support and contribute to an exceptional customer experience.
Sample interview questions
I would first listen without interrupting, acknowledge the customer's frustration, and clarify the specific issue through focused questions. I would then explain the relevant information in plain language, outline the available options, and take ownership of the next steps until the matter is resolved or appropriately escalated.
I prioritize accurate fact-finding, use approved resources and processes efficiently, and document each interaction clearly. I also manage my time by addressing urgent matters promptly while ensuring every customer receives a complete and professional response.
I would be transparent that I need to verify the information rather than guess. I would consult the appropriate knowledge base, policy, or internal colleague, set clear expectations on timing, and follow up with the customer once I have a confirmed answer.
Taking ownership means treating the issue as my responsibility from first contact through resolution, even when another team must assist. I would provide clear updates, coordinate any handoffs, document actions thoroughly, and make sure the customer understands the outcome and next steps.
I would pay attention to signs of confusion, distress, vulnerability, repeated contact, or difficulty understanding information. I would respond patiently, adapt my communication style, follow the company's support procedures, and connect the customer with the appropriate specialist or resources when needed.
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!
📍 Remote – UK
☎️ Shifts (Midnights team) – Monday to Friday 5:30pm – 2:00am
💸 Salary – £28.5k
Customer Service Team 🚀
Our Customer Service team are the friendly voice of Capital on Tap – often the first people our business owners turn to when they need assistance. We strive to support our customers across phone, email, and live chat, taking ownership of each issue from start to finish, and providing clear and practical solutions. The team plays an important role in improving customer experience, and building strong relationships with our business owners by providing the best service possible.
What You’ll Be Doing 🗃️
- Providing friendly, professional support to customers via phone, email, and live chat
- Resolving issues efficiently while taking full ownership of each case from start to finish
- Listening carefully to understand concerns and delivering fair, practical solutions
- Keeping up to date with products and policies to ensure accurate guidance and information is provided
- Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements
- Recognising customers who may need additional support and ensuring they receive the help they need
We’re Looking For 🔎
- Strong customer service experience, ideally within a call centre or financial services environment
- Strong verbal and written communication skills, with the ability to explain information clearly and professionally
- Sound judgement and confidence when managing complex or sensitive customer enquiries
- Proven ability to handle a high volume of requests while maintaining accuracy and quality
- Proactive attitude, with a strong focus on resolving issues at the first point of contact
- Empathetic and curious nature, with a genuine passion for helping people
- The ability to work independently while also contributing effectively within a fast-paced team environment
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.
Even if you don’t have all of the necessary skills, we still encourage you to apply.
Interview Process 🤝
- Stage 1: First stage: 20-minute intro and values call with Talent Partner (Video call)
- Stage 2: Final stage: 45-minute virtual interview with members of the Customer Service Management team
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.
Other Info
👍Check out our ‘Top Tips’ for interviewing.
✔️Keep updated on new job opportunities by following us on Linkedin.
📧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.)
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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