Remote Customer Service Team Leader - Nights Remote

UK - Remote

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.

📍UK‑based remote role — you must be located in the UK with the right to work.

This is a remote role where you’ll be supporting small business owners every day, helping them solve problems, make confident decisions, and see the real impact of your work.

As a Team Lead, your role is to drive performance, engagement, and development within your remote team while creating a supportive, connected, and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing, even when working across different locations and shifts.

• 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.
• 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.
• Natural leadership ability with resilience to manage a dynamic out‑of‑hours remote 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 decision‑making.
• 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).

Even if you don’t have all of the necessary skills, we still encourage you to apply.

We provide extended remote support hours with structured rotating shifts, working Monday–Sunday (2 weekends in every
4).

• Week 1: 4 on, 3 off
• Week 2: 3 on, 1 off, 3 on
• Week 3: 3 off, 4 on
• Week 4: 7 days off
• Stage 1: 30‑minute video interview with Talent Partner
• Stage 2: 60‑minute CV overview and competency‑based interview (video call)
• Final stage: 60‑minute leadership and cultural fit with our Head of Customer Service and Lead People Partner (video call)

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.

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don't have to share this with us and we won't consider it as part of your application.