Remote Customer Service Team Leader – Nights

About the Role

We’re hiring a Remote Customer Service Team Leader to join our growing team at Capital on Tap. In this role, you will be supporting small business owners every day, helping them solve problems and make confident decisions. As a Team Lead, you will drive performance, engagement, and development within your remote team while creating a supportive and accountable culture. This is a fantastic opportunity to make a real impact in the lives of over 200,000 businesses.

What You'll Do

• 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.

Requirements

• Natural leadership ability with resilience to manage a dynamic out-of-hours remote team.
• Contact center 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 analyzing and using basic data to support decision-making.
• Growth mindset with confidence in giving and receiving feedback.
• Track record of delivering strong results, especially during shift or unsociable hours.

Nice to Have

• Experience working in a fast-paced environment.
• Familiarity with customer service software.
• Understanding of the small business landscape.

What We Offer

• 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.
• 28 days holiday (plus bank holidays).
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave.
• Cycle to Work Scheme.
• Dog Friendly Offices.

Join us as a Remote Customer Service Team Leader and help us create a space where authenticity thrives and everyone can do their best work. Apply now to be part of our mission to support small businesses!